Article citationsMore>>

Blut, M., Frennea, C. M., Mittal, V., & Mothersbaugh, D. L. (2015). How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis. International Journal of Research in Marketing, 32, 226-229.
https://doi.org/10.1016/j.ijresmar.2015.01.001

has been cited by the following article:

• TITLE: A Study on the Impact of Logistics Service Quality on the Satisfaction and Loyalty of E-Shoppers in Egypt

  AUTHORS: Lobna Hafez, Eman Elakkad, Mohamed Gamil

  KEYWORDS: Logistics Services Quality, Online Shopping, Satisfaction, Loyalty

  JOURNAL NAME: Open Journal of Business and Management, Vol.9 No.5, September 23, 2021

  ABSTRACT: Customers nowadays are increasingly using online shopping due to its convenience in terms of time and cost, in addition to providing a vast variety of products and services and allowing customer to compare between different products. Several factors can affect the satisfaction levels of online customers including the quality of logistics services. This paper studies the relationship between logistics service quality (LSQ) dimensions and customer satisfaction and then studies the impact of customer satisfaction on customer loyalty. The study targeted online shoppers in Egypt and 292 responses were collected. The findings of the study revealed that information quality, product quality, product condition and reverse logistics are the most significant variable relating to customer satisfaction and that customer satisfaction has a significant impact on customer loyalty. This study can help online retailers in identifying areas of improvements to achieve higher levels of customer satisfaction.