Title: Research on the relationship between logistics satisfaction and e-commerce satisfaction: EC quality as a control variable

Authors: Jhong-Min Yang; Jing-Ru Qiu; Ming-Han Chiang; Yu-Hsien Wang

Addresses: Department of International Business Management, Tainan University of Technology, No. 529, Zhongzheng Rd., Yongkang District, Tainan City, 710302, Taiwan ' Department of International Business Management, Tainan University of Technology, No. 529, Zhongzheng Rd., Yongkang District, Tainan City, 710302, Taiwan ' Department of Cosmetic Science, National Tainan Junior College of Nursing, No. 78, Sec. 2, Minzu Rd., West Central Dist., Tainan City, 700007, Taiwan ' Feng Chia University, No. 100, Sanhe 1st Ln., Xitun Dist., Taichung City, 407, Taiwan

Abstract: This study aims to answer the question, "if e-commerce quality (ECQ) is controlled, can logistics satisfaction (LS) still be used to predict EC customers' overall satisfaction with the EC business?" With 326 valid samples through an online questionnaire survey, this study used AMOS statistical software for structural equation modelling analysis. The analysis results show that although ECQ is controlled as a control variable (CV), the customer satisfaction brought by pure logistics can still significantly affect customer satisfaction with EC performance. Moreover, logistics convenience (LC) and logistics quality (LQ) have significant predictive capabilities for LS. Our findings have important implications for managers and policymakers, advocating that EC companies adopt proactive business methods and policy formulation covering logistics operations.

Keywords: logistics convenience; logistics quality; logistics satisfaction; e-commerce satisfaction; ECQ.

DOI: 10.1504/IJADS.2026.150376

International Journal of Applied Decision Sciences, 2026 Vol.19 No.1, pp.95 - 116

Received: 03 Jan 2025
Accepted: 20 Mar 2025
Published online: 12 Dec 2025 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article