Abstract:
Purpose:
Main aim of this research study is to examine the factors of Third Party Logistics (3PL) that have
major impact on customer satisfaction. This research is conducted to identify the influence of
various factors related to Third party logistics (3PL) on customer satisfaction at Daraz.pk.
Methodology/sample:
This research study is explanatory and is based on quantitative nature. Deductive approach was
adopted whereby hypotheses were developed after studying relevant literature and then
questionnaire was developed to obtain satisfaction level of customers. Target population of
customers is 2,000; so sample size as per the online table is 322. Customers should do at least 2-
3 purchases. Correlation and Regression tests are applied so that data can be analyzed.
Findings:
The results of the analysis show that there is an impact of 3PL components on customer
satisfaction in Daraz.pk. Among 5 components 4 of the components are considered useful and
have an impact with the 0.000 level of significance whereas IT component has no impact as its
level of significance is 0.560 which is greater 0.05 so it is not considered useful. The Cronbach
Alpha is 0.684 that explains reliability of the questionnaire (data instrument).
Practical Implications:
The findings of this research concluded that 3PL providers acquire most significant place in
Daraz.pk. Third party logistics provider has a major impact on customer satisfaction considering
cost reduction, on-time delivery, packaging and quality of service as per this research. This
research helps Daraz.pk and third party logistics service providers to increase the level of
customer’s satisfaction.
