Abstract
Customers nowadays are increasingly using online shopping due to its convenience in terms of time and cost, in addition to providing a vast variety of products and services and allowing customer to compare between different products. Several factors can affect the satisfaction levels of online customers including the quality of logistics services. This paper studies the relationship between logistics service quality (LSQ) dimensions and customer satisfaction and then studies the impact of customer satisfaction on customer loyalty. The study targeted online shoppers in Egypt and 292 responses were collected. The findings of the study revealed that information quality, product quality, product condition and reverse logistics are the most significant variable relating to customer satisfaction and that customer satisfaction has a significant impact on customer loyalty. This study can help online retailers in identifying areas of improvements to achieve higher levels of customer satisfaction.
Highlights
Nowadays, online shopping is an easy solution for busy life, enabling products and services to be sold to internet users around the world
The findings of the study revealed that information quality, product quality, product condition and reverse logistics are the most significant variable relating to customer satisfaction and that customer satisfaction has a significant impact on customer loyalty
The study aimed to investigate the relation between logistics service quality (LSQ) dimensions and customer satisfaction and how customer satisfaction can influence customer loyalty
Summary
Online shopping is an easy solution for busy life, enabling products and services to be sold to internet users around the world. The Internet plays an important role in online shopping, as well as, technologies. Online stores provide extra links for their products. Consumers can buy products or services by using their smartphones, tablets or computers. Online shopping has much more ease in product accessibility, timeless, perceived risk, product varieties which impact buying intention (Selvaraju & Karthikeyan, 2016). Online consumers can compare the products’ prices and quality, and can purchase products at a reduced rate in comparison to the traditional shops. Online shops have lower operation costs, operational hours, physical space and geography than the physical shops.
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