E-Commerce Logistics Service Quality: Customer Satisfaction and Loyalty

Siber Akıl, Mustafa Cahit Ungan

Source Title: Journal of Electronic Commerce in Organizations (JECO)20(1)

ISSN: 1539-2937|EISSN: 1539-2929|EISBN13: 9781799893387|DOI: 10.4018/JECO.292473

MLA

Akıl, Siber, and Mustafa Cahit Ungan. "E-Commerce Logistics Service Quality: Customer Satisfaction and Loyalty." JECO vol.20, no.1 2022: pp.1-19. http://doi.org/10.4018/JECO.292473

APA

Akıl, S. & Ungan, M. C. (2022). E-Commerce Logistics Service Quality: Customer Satisfaction and Loyalty. Journal of Electronic Commerce in Organizations (JECO), 20(1), 1-19. http://doi.org/10.4018/JECO.292473

Chicago

Akıl, Siber, and Mustafa Cahit Ungan. "E-Commerce Logistics Service Quality: Customer Satisfaction and Loyalty," Journal of Electronic Commerce in Organizations (JECO) 20, no.1: 1-19. http://doi.org/10.4018/JECO.292473

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Abstract

With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to fill this gap in the literature. It aims to identify the e-commerce logistics service quality factors that affect customer satisfaction. It is also interested in identifying if there is any relationship between the satisfaction of e-commerce customers and their loyalty. Data from 1562 e-commerce customers living in Turkey were collected via a web-based survey. The results were analysed using structural equation modelling. Timeliness, order condition, order accuracy, and order discrepancy handling were found to have a positive effect on customer satisfaction. A positive relationship between customer satisfaction and customer loyalty was also found.