Unlocking the Key to Customer Loyalty in Pakistan's E-Logistics Industry: A Quantitative Survey Analysis

Abstract

The expansion of E-logistics services globally and in Pakistan has made customer satisfaction crucial for the success of many businesses. However, customer satisfaction in the E-logistics industry has been overlooked. This research aims to determine the factors affecting E-Logistics performance and its impact on customer loyalty in Pakistan through a quantitative survey approach using questionnaires. The sample consisted of 659 E-logistics users in Pakistan and data was gathered through physical and online surveys. Customer satisfaction was measured as the dependent variable, with distribution rate, transit time, staff service quality, and traceability as the independent variables. The study also utilized E-payment as a mediating variable. For Normality (Shapiro-Wilk) and for reliability (Cronbach's Alpha) tests were conducted. The results of the descriptive statistics indicated that customers were generally satisfied with the E-Logistics performance. The multiple regression analysis showed that all the independent variables, including distribution rate, transit time, staff service quality, and e-traceability, had a significant impact on customer satisfaction with a significant mediating effect of E-Payment. Staff service quality had the highest impact, followed by transit time, distribution rate, and traceability. In conclusion, this study provides valuable insights into the factors affecting customer satisfaction and loyalty in the E-Logistics industry in Pakistan. The results can help E-Logistics companies to better understand their customers' needs and preferences and improve their performance accordingly.