E-Commerce Logistics Service Quality: Customer Satisfaction and Loyalty

With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to...

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Bibliographic Details
Published in:Journal of electronic commerce in organizations 2022-01, Vol.20 (1), p.1-19
Main Authors: Akıl, Siber, Ungan, Mustafa Cahit
Format: Article
Language:English
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Summary:With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to fill this gap in the literature. It aims to identify the e-commerce logistics service quality factors that affect customer satisfaction. It is also interested in identifying if there is any relationship between the satisfaction of e-commerce customers and their loyalty. Data from 1562 e-commerce customers living in Turkey were collected via a web-based survey. The results were analysed using structural equation modelling. Timeliness, order condition, order accuracy, and order discrepancy handling were found to have a positive effect on customer satisfaction. A positive relationship between customer satisfaction and customer loyalty was also found.
ISSN:1539-2937
1539-2929
DOI:10.4018/JECO.292473