Determinants of E-Logistic Customer Satisfaction: A Mediating Role of Information and Communication Technology (ICT)

• Main Authors: Hameed, Waseem Ul, Nadeem, Shahid, Azeem, Muhammad, Aljumah, Ahmad Ibrahim, Adeyemi, Raji Abdulwasiu
• Format: Article
• Language: English
• Published: ExcelingTech Publishers 2018
• Subjects: QA75 Electronic computers. Computer science
• Online Access: http://repo.uum.edu.my/24419/1/IJSCM%207%201%202018%20105%20111.pdf; http://repo.uum.edu.my/24419/; http://ojs.excelingtech.co.uk/index.php/IJSCM/article/view/1932

In the recent decade, with the increase in e logistic services, the problem of e-logistic customer satisfaction is raised.E-logistic services spread so rapidly worldwide which overlook the significant segment of customer satisfaction.Therefore, the prime objective of the current research study is to develop a comprehensive framework for e-logistics customer satisfaction.Various studies highlighted the area of e-logistic customer satisfaction, however, in a rare case, literature formally documented the problem of e-logistic customer satisfaction. Hence, less attention has been paid to the aspect of customer satisfaction in e-logistic.To address this gap, four hypotheses are proposed concerning the relationship of e-payment, e-traceability, website design with information communication technology (ICT) and e-logistic customer satisfaction.By using the convenience sampling technique, 500 questionnaires were distributed among the e-logistic users.The results of the current study found that e-payment, e traceability, and website design has a significant positive relationship with ICT and ICT has a significant positive relationship with e-logistic customer satisfaction.This study is contributing to the body of knowledge by developing a comprehensive framework to solve various e-logistic problems.Hence, the current study is helpful for e-logistic companies to mitigate e-logistic customer satisfaction problems.