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