IMPACT OF THIRD PARTY LOGISTICS (3 PL) ON CUSTOMER SATISFACTION AT DARAZ.PK

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.