Evaluation of customer satisfaction via analysing the impact of variant strata of e-commerce logistics handover

Abstract

Nowadays, e-commerce has been extending its arena exponentially, as the sector is known as
a data-and-technology-driven platform. Its innovative and efficient approaches broaden its
customer base and enhance customer satisfaction. To maintain higher customer satisfaction,
the e-commerce industry has to focus on its end-tier of logistic handover, according to various
published studies. As there’s a lacuna of perceiving the end-tier logistic handover from
customers’ perspective, the authors have conducted a study on payment period (PP), delivery
charge (DC) and distribution time (DT) to perceive the correlation among the variables and
their influence on customer satisfaction. 250 online-based-questionnaires were distributed via
simple random sampling technique among the target participants reside in Dhaka city. The
study found that the participants show a neutral stance towards the variables and believe the
quality of product yields higher customer satisfaction. Furthermore, the authors conclude that
e-commerce firms should have an effective end-tier logistic system within a moderate delivery
period to maintain the quality of the product. This study aims to contribute the acquired results
to solve existing and emerging logistic problems e-commerce firms are facing via
understanding the customers’ viewpoint.