Impact of Contemporary Logistics Factors on Customer Satisfaction in E-commerce

The rapid shift of customers from traditional purchasing to online purchasing has emphasized the importance of logistics in purchasing pattern. The purpose of this study is to determine the relationship between these logistics factors and their impact on customer satisfaction by using Logistics Service Quality (LSQ) model constructs. The study was conducted in Karachi, Pakistan, an emerging economy with a rapid growing digital sector. The data was collected from 250 respondents who filled the online questionnaire. The results revealed that logistic factors such as delivery monitoring, convenience of return, convenient place of delivery and time of delivery have a positive impact on customer satisfaction. The findings revealed that the logistics factors showed a positive relationship with the customer satisfaction, and will help e-store’s managers/ sellers to understand customer’s perceptions in e-commerce shopping stores and their satisfaction. The study offers valuable implications and contextual knowledge of logistics factors and their impact on customer satisfaction while purchasing from online stores.