Title: Impact of logistic flows of service quality and delivery dimension towards customer satisfaction: an empirical study

Authors: Neha Choudhary; Anand Prasad Sinha; Somnath Mukherjee

Addresses: Department of Management, Birla Institute of Technology, Mesra, Ranchi-835215, India ' Department of Management, Birla Institute of Technology, Mesra, Ranchi-835215, India ' Department of Management, Birla Institute of Technology, Mesra, Ranchi-835215, India

Abstract: E-commerce is a reality that is becoming more and more commonplace as a result of the internet's explosive expansion. E-commerce technology suggests what may be offered to clients, but only they can select which options will be used. It is essential for businesses to ensure that clients are satisfied so that they will continue to do business with them because of the minimal human interaction and the fact that both service delivery and service quality impact customer happiness and loyalty. The current study aims to investigate consumer satisfaction in e-commerce while also examining the industry's infrastructure, which includes the availability of delivery services and logistical flow systems for the benefit of clients. This research also discussed service quality, which is one of the indicators of a consumer's pleasure with the delivery of goods, and how it might boost client contentment and boost client loyalty.

Keywords: delivery system; customer satisfaction; e-commerce; service quality.

DOI: 10.1504/IJECRM.2025.145717

International Journal of Electronic Customer Relationship Management, 2025 Vol.15 No.1/2, pp.116 - 150

Accepted: 29 Dec 2024
Published online: 16 Apr 2025 *