A Study on the Impact of Logistics Service Quality on the Satisfaction and Loyalty of E-Shoppers in Egypt - Open Journal of Business and Management

OJBM > Vol.9 No.5, September 2021

Open Journal of Business and Management

Volume 9, Issue 5 (September 2021)

ISSN Print: 2329-3284 ISSN Online: 2329-3292

Google-based Impact Factor: 2.35 Citations

A Study on the Impact of Logistics Service Quality on the Satisfaction and Loyalty of E-Shoppers in Egypt ()

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Download as PDF (Size: 348KB) PP. 2464-2478

DOI: 10.4236/ojbm.2021.95133 2,292 Downloads 14,613 Views Citations

Author(s)

Lobna Hafez, Eman Elakkad, Mohamed Gamil

Affiliation(s)

College of International Transport and Logistics, Arab Academy for Science, Technology and Maritime Transport, Alexandria, Egypt.

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.

KEYWORDS

Logistics Services Quality, Online Shopping, Satisfaction, Loyalty

Share and Cite:

Hafez, L. , Elakkad, E. and Gamil, M. (2021) A Study on the Impact of Logistics Service Quality on the Satisfaction and Loyalty of E-Shoppers in Egypt. Open Journal of Business and Management, 9, 2464-2478. doi: 10.4236/ojbm.2021.95133.

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