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.