Linking Logistics Service Quality, Customer Satisfaction and Customer Loyalty: An Indian Perspective

Abstract

In e-commerce, the customers and the sellers are distant and can’t interact face to face regarding their likings and dislikings about the product, delivery quality, buying experience, etc. This results in an absolute need for e-commerce companies to measure customer satisfaction and loyalty to grow and sustain performance in the competitive business world. The available pieces of literature fail to sufficiently explain the relationship between e-commerce logistics service quality, customer satisfaction and customer loyalty, especially in the Indian context. This study aims to explain the same through a Structural Equation Model encompassing different factors connected with e-commerce logistic service quality. The finding shows the significant effects of logistics service quality factors like order accuracy and order discrepancy handling on customer satisfaction. This study also indicates a significant impact of customer satisfaction on customer loyalty.