Enhancing Logistics Efficiency for Customer Satisfaction in E-commerce
Main Article Content
Abstract
This research investigates customer satisfaction in e-commerce logistics, with a focus on enhancing efficiency. The objectives of this study are to examine the impact of e-commerce on supply chains and logistics, identify efficiency and cost-reduction strategies, explore last-mile and technology innovations, and assess the role of data analytics and automation. Using a comprehensive approach, the study explores key factors including supply chain management, inventory management, warehousing, customer communication, returns management, and customer data analysis. Data were collected through a structured questionnaire administered via Google Forms to 392 Thai respondents with access to the internet and mobile devices who use online shopping services.
The data were analyzed using descriptive statistics, including frequency, percentage, mean, and standard deviation. The results indicated that most online shoppers were female, employed, and frequently engaged in online shopping. Key factors influencing customer satisfaction included technology utilization, efficient delivery, and responsive customer service.
The findings indicate that customer satisfaction with e-commerce logistics is high to very high, highlighting the importance of logistics efficiency. Fast and accurate delivery, product quality, inventory availability, technology integration, and effective returns management were identified as key factors influencing customer satisfaction and trust in e-commerce services.
Article Details
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