Importance of Logistics Service Quality in Customer Satisfaction

Abstract

The purpose of this study is to analyze the impact of timeliness, order condition and operational information sharing on customer satisfaction. Data for the study is collected for the year 2021, from the students of Bahria University. Furthermore this study also analyzed the different aspects of independent variables i.e. timeliness, order condition and operational information sharing on dependent variable i.e. customer satisfaction by going through different studies. Moreover, it is intended to highlight the differences in this relationship across different sectors of logistics service providing firms. This research is conducted on data extracted from different studies and research papers. For the purpose of data analysis a tool called statistical SPSS is used. Findings of the study revealed that timeliness, order condition and operational information sharing has positive impact on customer satisfaction. This study analyzed that direct relationship exists between the logistics service quality and customer satisfaction. Furthermore, this study reveals the importance of quality that logistics firms are providing on customer satisfaction, including some sub variables. Moreover, it is analyzed that the companies who are focusing on their logistics service quality ensures a long term and more loyal customers, that can retain for longer period of time. So, the current study suggested that these firms should focus on providing the right order, at right time, on right place with the appropriate information, should perform operations efficiently, firm strategies should be updated according to the customer requirements and demands. This study suggested that these firms should increase their efficiency either by outsourcing the logistics services i.e. third party logistics or by focusing on continuous improvements in terms of their logistics services so that performance could enhance. Different techniques or strategies can be used by the companies in order to ensure the transparency of operations among customers and employees. research