Logistics Service Quality and Product Satisfaction in E-Commerce

Abstract

Consumer satisfaction in e-commerce directly depends on logistical services. There is a constant dilemma in which logistical service dimensions affect consumers’ product satisfaction. The aim is to determine how specific dimensions of logistics services affect product satisfaction in the e-commerce industry of Pakistan. For this research, a survey questionnaire with a deductive approach was utilized by collecting data from 197 respondents through a convenient sampling technique. Further, hypotheses were tested through a quantitative method with the help of SmartPLS. A measuring instrument was used with six dimensions, that is, availability, delivery time, shipping costs, product quality and condition, information quality, and customer satisfaction related to the product. This research revealed an insignificant effect of product availability, shipping time, and shipping cost on product satisfaction. In contrast, product quality and information quality were found to have a significant and positive effect on product satisfaction. From academic insights to logistical optimization, this research unlocks valuable knowledge for all stakeholders driving Pakistan’s e-commerce revolution. Buckle up for a journey into the heart of this rapidly evolving landscape.