Effects of Inbound and Outbound Logistics on Performance with Mediating Role of Customer Service: An Empirical Study on Furniture Industry of Pakistan

Abstract

This study investigates the impact of inbound logistics and outbound logistics on performance & sustainability with mediating effect of customer service in furniture industry of Pakistan. This study has considered inbound and outbound logistics as independent variables. Customer service is used as mediator. Meanwhile, performance & sustainability is used as the dependent variable. However, furniture industry of Pakistan is the sector chosen to investigate the relationship between variables mentioned above. Quantitative research method is used, as primary data is collected through adoptive structured questionnaire based on 5-Likert scale. The responses are recorded from 250 respondents (supply chain members associated with furniture industry of Pakistan) through convenience sampling technique. Responses recorded are analyzed through statistical tests (such as correlation, regression, and mediation analysis) by using SPSS Software. The results indicate the positive relationship between inbound and outbound logistics (independent variables), customer service (mediator), and performance & sustainability (dependent variable) in furniture industry of Pakistan. Furthermore, mediation analysis has proved the significant mediating effect of customer service in relationship between inbound and outbound logistics (independent variables) and performance & sustainability (dependent variable) in furniture industry of Pakistan.