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Impact of Logistics Service Quality on Customer Behavior in Cabiao, Nueva Ecija

Author

Listed:
  • Daniel M. Mangalinao

    (Bachelor of Science in Business Administration Major in Marketing Management, Polytechnic University of the Philippines - Cabiao Campus, Nueva Ecija)

  • Alliah Colyn P. Amurao

    (Bachelor of Science in Business Administration Major in Marketing Management, Polytechnic University of the Philippines - Cabiao Campus, Nueva Ecija)

  • Christine Jane C. Santiago

    (Bachelor of Science in Business Administration Major in Marketing Management, Polytechnic University of the Philippines - Cabiao Campus, Nueva Ecija)

  • Michelle G. Campos

    (Bachelor of Science in Business Administration Major in Marketing Management, Polytechnic University of the Philippines - Cabiao Campus, Nueva Ecija)

  • Gerlon L. Salvador

    (Bachelor of Science in Business Administration Major in Marketing Management, Polytechnic University of the Philippines - Cabiao Campus, Nueva Ecija)

Abstract

This research study aimed to determine the impact of logistics service quality on customer behavior in Cabiao, Nueva Ecija. It specifically aimed to determine the respondents’ level of agreement with the timeliness, quality, and availability of logistics services as well as how these variables affect customer behavior based on attitude, subjective norm, and perceived behavioral control. The study also examined whether there is a significant relationship between logistics service quality and customer behavior. A descriptive research method was used, and data were collected using a researcher-made questionnaire administered to 100 respondents who actively use logistics services, either for e-commerce shopping, personal use, or business transactions. The findings showed that most respondents agreed that the logistics services were reliable, especially in terms of availability. Among the variables, the ability of logistics providers to offer on-demand delivery, flexible scheduling, and broad delivery coverage was rated the highest. The results showed a significant relationship between logistics service quality and customer behavior, indicating that improvements in service quality may lead to positive customer attitudes, stronger social influence, and greater perceived control over logistics-related decisions. These findings suggest that logistics companies must prioritize consistent, accessible, and customer-centered services to enhance customer satisfaction and loyalty. The results of this study may serve as a reference for logistics providers, online businesses, and other stakeholders in developing strategies that address customer expectations and improve overall service performance.

Suggested Citation

  • Daniel M. Mangalinao & Alliah Colyn P. Amurao & Christine Jane C. Santiago & Michelle G. Campos & Gerlon L. Salvador, 2026. "Impact of Logistics Service Quality on Customer Behavior in Cabiao, Nueva Ecija," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 10(4), pages 7438-7461, April.
    • Handle: RePEc:bcp:journl:v:10:y:2026:i:4:p:7438-7461
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    References listed on IDEAS

    as
    1. G. Yoganandan & M. Vasan & László Vértesy, 2024. "Evaluating the effect of logistics service quality on customer satisfaction and loyalty," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 47(4), pages 515-534.
    2. Dr. Aamir Rashid & Dr. Rizwana Rasheed, 2024. "Logistics Service Quality and Product Satisfaction in E-Commerce," SAGE Open, , vol. 14(1), pages 21582440231, February.
    3. Irshadullah Asim Mohammed & Joydeb Mandal, 2024. "The Impact of Lead Time Variability on Supply Chain Management," International Journal of Supply Chain Management, IPRJB, vol. 9(6), pages 25-39.
    4. Alaa Eddine El Moussaoui & Brahim Benbba & Zineb El Andaloussi, 2022. "Impact of logistics performance on the store image, consumer satisfaction and loyalty: a quantitative case study," Arab Gulf Journal of Scientific Research, Emerald Group Publishing Limited, vol. 41(3), pages 226-239, December.
    5. Muhammad Nazmul Hoque & Muhammad Khalilur Rahman & Jamaliah Said & Farhana Begum & Mohammad Mainul Hossain, 2022. "What Factors Influence Customer Attitudes and Mindsets towards the Use of Services and Products of Islamic Banks in Bangladesh?," Sustainability, MDPI, vol. 14(8), pages 1-19, April.
    6. Gamze Arabelen & Hasan Tolga Kaya, 2021. "Assessment of logistics service quality dimensions: a qualitative approach," Journal of Shipping and Trade, Springer, vol. 6(1), pages 1-13, December.
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