Impact of E-commerce Logistics Service Quality on Customer Satisfaction and Loyalty in India : A case study of Flipkart

In a highly competitive business market of the E-commerce industry, providing high quality services are one of the most important factors in staying in the market and Customer satisfaction is one of the most important aspects of gaining a competitive advantage in business, particularly in services. This study aimed to investigate the level of customer satisfaction among Flipkart online shopping using a standardized measure of logistics service quality and to determine the dimensi-ons of logistics service quality that have the greatest impact on customer satisfaction. Additionally, the study evaluated the impact of customer satisfaction on customer loyalty to develop a better future strategy to satisfy customers and enhance their loyalty. Data was collected from 162 customers using a combination of purposive and convenient sampling techniques and analyzed using SPSS Statistics 27. The results showed a positive and significant relationship between logistics service quality and customer satisfaction. Personal contact quality was found to be the most influencing factor of customer satisfaction, while order conditions were the weakest influencing factor. The study also revealed a strong significant impact of customer satisfaction on customer loyalty. Based on these findings, it is recommended that the company should focus on improving order condition and order accuracy to enhance logistics service quality dimensions, customer satisfaction, and loyalty.

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