Analysing Logistics Services Quality On E-Commerce Customer Satisfaction

• Main Author: Sivasangari, Balakisnan
• Format: Thesis
• Language: English; English
• Published: 2024
• Subjects: HF5415.33 Consumer Behavior.
• Online Access: https://etd.uum.edu.my/11362/1/depositpermission-s830177.pdf; https://etd.uum.edu.my/11362/2/s830177_01.pdf; https://etd.uum.edu.my/11362/
• Institution: Universiti Utara Malaysia

In today’s highly competitive e-commerce landscape, logistics services play a crucial role in shaping customer experiences and satisfaction levels. Product accuracy, delivery time, product condition, shipping costs, and reverse logistics are all significant aspects of logistics services. This study aimed to analyse logistics services quality on ecommerce customer satisfaction. This study used a quantitative method approach to conduct a questionnaire survey of 427 customers residents in northern states of Malaysia such as Perlis, Kedah and Penang. The data were then analysed by normality, reliability, correlation, and regression through Statistical Package for Social Sciences (SPSS) version 28.0 on e-commerce customer satisfaction. The findings showed that ecommerce customer satisfaction has significant relationship with product accuracy, shipping cost and reverse logistics. Delivery time and product condition showed as no signification relationship with e-commerce customer satisfaction. This study benefit to the logistics and transport companies, shipper, and sellers. When logistics service providers (LSPs) enhance these quality aspects, it leads to higher customer satisfaction.