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Article Id - IJM_11_11_139, Pages : 1461-1471, Date of Publication : 27, November 2020
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Scopedatabase Link : https://sdbindex.com/Document/document_search?title=ANTECEDENTS OF CUSTOMER SATISFACTION: A STUDY OF E-COMMERCE LOGISTICS PROVIDERS&type=1
Abstract
This paper basically deals with the factors pertaining to logistics of ecommerce that affect the customer satisfaction level. Ecommerce has evolved a lot in the past decade or so, hence it is imperative to study the factors affecting the online customers satisfaction level from logistics perspective. Respondents were questioned on factors such as Delivery Service, Reverse Logistics, Service Recovery, Customer Service and Emerging Technologies. Amongst all the factors involved, only Emerging Technologies is insignificant in causing the satisfaction amongst the online customers.
Keywords
Logistics, E-Commerce, Customers Satisfaction, Customer Service
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References
[1] Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40.
[2] Liu, X., The, M., Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management.
[3] Robinson, A. (2018). Reverse Logistics in E-commerce: A Framework to Set up A Program for your Online Store.
[4] Schwartz, B. (2000). Reverse logistics strengthens supply chains. Transportation & distribution, 41(5), 95-95.
[5] Rajendran, S. D., Wahab, S. N., Ling, Y. W., & Yun, L. S. (2018). Tthe Impactt of Logistics Services On tthe E-Shoppers’ Satisfaction. International Journal of Supply Chain Management, 7(5), 461-469.
[6] Shah Alam, S., & Mohd Yasin, N. (2010). What factors influence online brand trust: evidence from online tickets buyers in Malaysia. Journal of theoretical and applied electronic commerce research, 5(3), 78-89.
[7] Rogers, D. S., & Tibben-Lembke, R. S. (1999). Going backwards: reverse logistics trends and practices (Vol. 2). Pittsburgh, PA: Reverse Logistics Executive Council.
[8] Wang, W., Liu, Y., & Wei, Y. (2013). Research on management strategies of reverse logistics in e-commerce environments. In LISS 2012 (pp. 321-326). Springer, Berlin, Heidelberg.
[9] Ramli, N. (2015). The art of customer service techniques.
[10] Soares, R. R., & Proença, J. F. (2015). Does Service Failure Context Matter? Customers’ Response to Service Recovery. Journal of Marketing Research and Case Studies, 2015.
[11] Vegiayan, K., Ming, C., & Harun, M. L. (2013). Online shopping and customer satisfaction in Malaysia. International Journal of Marketing Practices, 1(1), 43-51.
[12] Mukhopadhyay, S. K., & Setoputro, R. (2004). Reverse logistics in e‐business. International Journal of Physical Distribution & Logistics Management.
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International Journal of Management (IJM) is an open-access, peer-reviewed international online and print journal published by IAEME Publication. The journal is dedicated to fostering an intellectual platform for high-quality research that covers all aspects of the management field.
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The primary aim of the International Journal of Management (IJM) is to serve as a global forum for research that advances both the theory and practice of management. It welcomes and publishes original works that hold practical significance and academic value. The journal encourages authors to submit theoretical or empirical papers in various sub-domains of management, ensuring that the latest research findings, trends, and developments are disseminated within the global management community.
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IJM covers a wide range of subjects within the field of management, including but not limited to:
Management Information System: The study of information systems to support managerial decision-making.
Decision Sciences: Research in quantitative methods and decision-making techniques.
Economics: Exploring economic principles and their application in management.
Management Sciences: A comprehensive understanding of management theory and practice.
Econometrics and Finance: The intersection of economic statistics and financial management.
Business/Management and Accounting: Research in accounting, auditing, and financial management.
Human Resource Management: Study of HR practices, talent management, and organizational development.
Organizational Behavior: Understanding human behavior within organizations.
International and Strategic Management: Research focusing on global business strategies and management.
Marketing/Rural Marketing: Investigation of marketing strategies and rural market dynamics.
International Business and Ethics: Exploration of ethical considerations in international business.
Accounting and Finance Management: Research in financial accounting and management.
Economics Policy: Analysis of economic policies and their impact on management.
Technology and Operations Management: Study of technology's role in operations and supply chain management.
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Entrepreneurship: Exploration of entrepreneurship, innovation, and startups.
Public Relations: Research in managing and enhancing organizational image and reputation.
Production and Operation Management: Optimizing production and operational processes.
Marketing Management: Investigating marketing strategies and consumer behavior.
Retail Management: Research in the dynamics of retail businesses.
Banking and Insurance Management: Examination of financial institutions and risk management.
Financial Analysis: In-depth analysis of financial data and performance.
Risk Management: Strategies to identify, assess, and manage risks.
Knowledge Management: Managing and utilizing organizational knowledge effectively.
Stress Management: Strategies for managing stress in the workplace.
Business Process Re-Engineering and Value Engineering: Streamlining and optimizing business processes.
Software Project and Quality Management: Managing software projects and ensuring quality.
Brand and Customer Relationship Management: Building and maintaining brand and customer relationships.
Business Process Outsourcing: Research on outsourcing business processes.
Case Studies in Management: In-depth case studies on management practices.
Supply Chain Management: Managing and optimizing supply chain operations.
Consumer Survey and Research: Studies on consumer preferences and behavior.
Data Analysis and Presentation: Techniques for analyzing and presenting data effectively.
English: Language and communication skills in a business context.
Social Science: Incorporating social science research in management studies.
International Journal of Management (IJM) serves as a valuable resource for researchers, academics, and practitioners seeking the latest insights and knowledge in the diverse and ever-evolving field of management. It promotes the dissemination of innovative ideas and practices, contributing to the growth and advancement of the global management community.
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Dr. Pon Ramalingam - Hindustan University, India
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Dr. Leandro torres di - Fluminense Federal University, Brazil.
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Dr. Shivakumar deene - Central University of Karnataka, India.
Dr. N. Mahesh - Dhanraj Baid Jain Institute of Management, India.
Dr. Christine palani - Management Consultant, India.
Dr. K.S.Meenakshisundaram - Dr.Bala V Balachandar Campus, Tamilnadu, India
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Dr. N. SHAIKMOHAMED - Jamal Mohamed College(Autonomous) Tiruchirappalli, Tamilnadu, India
Dr. Manu Melwin Joy - Ilahia College of Engineering and Technology, India
Dr. Subrata Chattopadhyay - Future Institute of Engineering and Management, India
Dr. Venkata Sai Srinivasa Rao Muramalla - Prince Sattam Bin Abdulaziz University, Kingdom of Saudi Arabia
Dr. V. Sowdamini - Pydah College of Engg&Technology, Viskhapatnam, India
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Prof. Melnyk Alona Alekseevna - Kyiv National University of Technologies and Design, Ukraine
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Mr. C. Jagadeesh Vikram - IAEME Publication, India
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Dr. Madhavi Madireddy - Professor in Management and Director, Aurora’s PG College, Ramanthapur, Hyderabad, India
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Er. Deepika Ttiwari - Sikkim Manipal Institute of Technology, India
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Dr. Bamrara.A - HNB Garhwal University, India
Dr. N.Shani - Professor, Department of Business Administration, Nehru arts and science college, Coimbatore, India
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Prof. Sanobar Anjum - Prince Mohammad Bin Fahd University, Saudi Arabia
Dr. Deepika Ttiwari - Sikkim Manipal Institute of Technology, India
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Dr. S.Saiganesh - Dayananda Sagar Business School, India
Dr. Bamrara.A - HNB Garhwal University, India
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Dr. Davinder Sharma - BCIPS, India
Prof. Srinivas K T - CIMS - B School, India
Dr. B.Ravi Kumar - Sree Vidyanikethan Engineering College, India
Dr. Rajesh U Kanthe - BVDU, India
Dr. Swaranjeet Arora - Prestige Institute of Management and Research, Indore, India
Dr. A.Selvaraj - Gobi Arts and Science College,Tamilnadu, India
Dr. M.A.Lahori - Anekant Institute of Management Studies, Baramati, Pune, India
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Prof. Shraddha Chowdhary - Kasturba Gandhi College for Women, Secunderabad, India
Dr. Sivanesan R - St.Jerome's College of Arts and Science,Tamilnadu, India
Prof. Shraddha Mayuresh Bhome - Future Institute Of Engineering and Management and Future Business School, India
Dr. V.Rama Devi - Sikkim Central University, Sikkim, India
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