Impact of Logistics Performance Efficiency on Store Image, Consumer Satisfaction and Consumer Loyalty in Supermarket Chains: A Study in Colombo District, Sri Lanka

Abstract

The purpose of this research study is to identify the impact of logistics performance on consumers. Satisfaction ultimately leading to customer loyalty in supermarkets of Colombo district, Sri Lanka. Four research questions were developed corresponding to the four research objectives and four research hypotheses. The quantitative study was conducted by collecting responses from 340 customers using a well-designed questionnaire. Data processing was done through the use of Statistical Package for Social Science (SPSS) and Smart PLS software. Data analysis consisted of testing reliability, validity tests, normality checks, correlation analysis, and regression analysis. Based on those the hypothesis was tested, and all the four hypotheses were accepted resulting in positive relationships among variables. Key limitation of the research is the use of only Colombo district. Where a future study will have an opportunity to conduct a similar study focusing on consumers outside Colombo.