The Study on the Factors Affecting Customer Satisfaction in Ecommerce Logistics Service Quality in Kelantan

Abstract

To maintain market competitiveness, it is more important to create value in logistics services to satisfy customer expectations. Given the scarcity of research on logistics service quality, in this paper we wanted to investigate how logistics services quality effect customer satisfaction in Kelantan. This study was made to measure logistic service quality factors; information quality, product condition, customer service, and reverse logistic. This study used a quantitative research approach to assess logistic service quality in Kelantan, and 389 people took part in it. The collected data will be analysed using (IBM SPSS Statistics). Various data analysis methods, such as descriptive, reliability, and internal analyses, are performed on the data collected from the questionnaire survey. The findings show that the factors studied have a strong positive correlation with customer satisfaction. The findings suggested that knowledge had a significant impact on influencing customer satisfaction. The findings of this study point in the direction of determining the factors that influence customer satisfaction with reference to logistics service quality.