Research on The Impact of E-Logistics Service Quality on Customer Satisfaction in E-Commerce

Abstract

The purpose of the study is to explore and identify the factors of e-logistics service quality that affect e-commerce customer satisfaction, thereby influencing customer loyalty. A survey was conducted to collect data from 187 young customers residing in Bac Tu Liem District, Hanoi. The collected data were analyzed using SPSS 20 and AMOS 20 to test the proposed hypotheses. A measuring instrument was used with six dimensions, that is, information quality, order fulfilment, customer service, service personalization, customer satisfaction and customer loyalty. The results revealed that information quality, customer service, and service personalization all positively influence customer satisfaction. In contrast, order fulfillment was found to have no statistically significant impact on satisfaction. Furthermore, the study confirmed that customer satisfaction has a direct and strong effect on customer loyalty. Based on these findings, it is recommended that service providers implement a customer-centric strategy that ensures clear communication, responsive customer support, and tailored service experiences to better meet customer needs and expectations in the e-commerce environment.