TITLE:
Impact of Logistics Management on Customer Satisfaction: A Case of Retail Stores of Islamabad and Rawalpindi
AUTHORS:
Anwar Syed Umair, Wuyi Zhang, Zhengtao Han, Syed Hammad Ul Haq
KEYWORDS:
Supply Chain, Supply Chain Management, Inventory, Lead Time, Transportation and Logistic
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.9 No.8,
August
29,
2019
ABSTRACT: The main purpose of this study was to analyze the impact of logistics on the
customer satisfaction of the retail stores, in the twin cities of the Islamabad
and Rawalpindi. The factors of logistics in the study were inventory, lead time,
transportation and logistics. A survey questionnaire divided into two parts
was adopted, one part for the factors of logistics and the other one for customer
satisfaction for the measurement of variables in the research. Where the introductory
portion deals with the demographic items and then the first part
contain items tend to identify the score for each factor of logistics and then
second part is for the customer satisfaction. In the study through convenient
sample technique 200 stores of the twin cities of Islamabad and Rawalpindi
are chosen for research. The findings of the research demonstrate that factors
of logistics which are inventory, lead time, transportation and logistics doe’s
effect customer satisfaction. Moreover, logistics has shown positive relationship
with customer satisfaction of the retail stores. In conclusion, results have
shown significant interaction of customer satisfaction with inventory, lead time,
transportation and logistics. The study covers only the geography of Islamabad
and Rawalpindi in the present research therefore; to have more better
and generalizable insights future studies must include investors from other
parts of the country. However, large sample size can also be used in the future
studies. Practices like multiple effective transportation system, which reduces
the lead time and maintaining the inventory in the stores and to make sure
the availability of the products required by the customer is important for the
customer satisfaction. Till date, few studies are done in this context, so this
study will help in the academics and the customer satisfaction in the retail.