The Impact of Logistics Dimensions on Customer Satisfaction in the E-commerce Industry

Abstract

Rapidly changing technological innovation leads to continuous changes in customer attitudes, behaviour and motivation. Customers are presented with a complex choice between the same product made by different brands; therefore, understanding customer satisfaction requires the study of customer preference for a product that is available from different suppliers. The Saudi Arabian market is considered the largest and most rapidly growing in the region. The main purpose of this study is to determine whether there is a relationship between logistics dimensions and customer satisfaction; specifically, in the context of e-commerce shopping in the KSA. In order to answer the raised question, a systematics literature review was cried out. This paper cover published papers from the years 2010 to 2021 that is related to the impact of logistics dimensions on customer satisfaction. The results found differ in term of which logistics dimension has the greatest effect on customer satisfaction. However, high quality service found to have positive effect on customer satisfaction. The study benefits both practitioners and academics by shedding the light on the impact of logistics dimensions and factors affecting customer satisfaction .