ANTECEDENTS OF CUSTOMER SATISFACTION: A STUDY OF E-COMMERCE LOGISTICS PROVIDERS

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.