Service Quality Dimensions and Customer Satisfaction in the Courier and Logistics Sector
Keywords:
Chi-square test, Customer satisfaction, Factor analysis, Logistics sector, Service qualityAbstract
The courier and logistics sector depends heavily on customer satisfaction for a competitive advantage. This study examined customer satisfaction in the Indian courier industry through a survey across demographic segments. The study was focused on Kerala, India, with a descriptive research design and convenience sampling. A structured questionnaire was used to collect the data from 130 respondents. The questionnaire focused on demographics and the general trend in the usage of logistics services among customers. Also, understanding the overall satisfaction with these services and which dimension of service quality the customers look forward to. A Chi-test and an Exploratory factor analysis were conducted to shed light on this matter. The Indian Logistics service market has now become very competitive with the growth of e-commerce and more people relying on online shopping compared to physical shopping. The findings of the study give suggestions for the companies to look ahead while delivering their services to the customers, and making sure that they are satisfied and will be loyal customers to the brands.
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