Title: A study of logistics service quality dimensions impacting customer satisfaction in instant food delivery: the Indian perspective

Authors: Mohd Ziyauddin Khan

Addresses: Indian Institute of Management, Rohtak, Management City, Sunaria, Rohtak, Haryana, 124010, India

Abstract: Logistics service quality (LSQ) has paramount importance in the case of instant delivery systems. The purpose of this study is to empirically evaluate the impact of LSQ factors (personnel contact quality, ordering procedures, timeliness, and order discrepancy handling) on perceived customer satisfaction in the context of an emerging business scenario, i.e., instant online food delivery. To study these relationships, various hypotheses are formulated, a causal model is developed, and primary data is collected from 226 Indian consumers. Confirmatory factor analysis (CFA) and path analysis using structural equation modelling (SEM) have been performed to test the hypotheses. The findings indicate that timeliness is the most significant antecedent of customer satisfaction, followed by the ordering procedures and order discrepancy handling; however, the personnel contact quality dimension is not substantial in such a kind of phenomenon. Moreover, this study provides important insights for scholars and practitioners in the concerned field.

Keywords: logistics service quality; LSQ; instant food delivery; customer satisfaction; confirmatory factor analysis; CFA; structural equation modelling; SEM; India.

DOI: 10.1504/IJLEG.2023.132332

International Journal of Logistics Economics and Globalisation, 2023 Vol.10 No.2, pp.109 - 123

Received: 18 Apr 2022
Accepted: 07 Aug 2022

Published online: 18 Jul 2023 *

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