Abstract Online shopping in India demonstrates rapid market expansion which requires businesses to enhance their delivery systems and customer service operations as a means to retain their customers. The research examines the influence of last-mile delivery systems and service recovery methods on customer satisfaction at Flipkart through a multimethod study approach. The research team utilized here mostly regression analysis to evaluate quantitative data from 350 participants while employing interviews to collect qualitative data. The study revealed that shipping duration, precision, and tracking system efficacy substantially influenced customer satisfaction. The research discovered that service recovery methods which included simple return processes and fast refund processing and instant customer support services produced greater customer satisfaction than delivery operations. The two elements functioned as an intermediary between the two parties because of their position. The study shows that businesses that handle service issues well earn their customers' trust, which makes them more loyal.
Singh et al. (Wed,) studied this question.
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