Delivery Service via Electronic Applications and Its Impact on Customers Satisfaction at Retail Stores in Amman City/Jordan

Abstract

AbstractThe aim of this study is to understand the impact of the delivery service through E applications and its impact on customers satisfaction during the Covid-19 pandemic at retail stores in Amman city by selecting the independent variable which is delivery service includes (Speed and response, product safety, quality of service, price, employees).A dependent variable is customer satisfaction and the mediating role is purchasing behavior. The research population is customers of retail stores in the city of Amman. The researchers distributed (480) questionnaires to the study population, (432) questionnaires were retrieved from the respondents from the sample with complete answers and valid for analysis. The researchers adopted the random sample method in distributing the questionnaires. The research results showed that the delivery service dimensions have a high contribution on customer’s satisfaction about (56.2%). Also the employee’s variable had the highest contribution among the delivery service on customer satisfaction. The study recommended that the price set based on the service quality, and restudy the pricing system to encourage the customer.KeywordsDelivery serviceCustomers satisfactionPurchasing behaviorCovid-19 pandemicRetail stores and Jordan