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A study of logistics service quality dimensions impacting customer satisfaction in instant food delivery: the Indian perspective

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  • Mohd Ziyauddin Khan

Abstract

Logistics service quality (LSQ) has paramount importance in the case of instant delivery systems. The purpose of this study is to empirically evaluate the impact of LSQ factors (personnel contact quality, ordering procedures, timeliness, and order discrepancy handling) on perceived customer satisfaction in the context of an emerging business scenario, i.e., instant online food delivery. To study these relationships, various hypotheses are formulated, a causal model is developed, and primary data is collected from 226 Indian consumers. Confirmatory factor analysis (CFA) and path analysis using structural equation modelling (SEM) have been performed to test the hypotheses. The findings indicate that timeliness is the most significant antecedent of customer satisfaction, followed by the ordering procedures and order discrepancy handling; however, the personnel contact quality dimension is not substantial in such a kind of phenomenon. Moreover, this study provides important insights for scholars and practitioners in the concerned field.

Suggested Citation

  • Mohd Ziyauddin Khan, 2023. "A study of logistics service quality dimensions impacting customer satisfaction in instant food delivery: the Indian perspective," International Journal of Logistics Economics and Globalisation, Inderscience Enterprises Ltd, vol. 10(2), pages 109-123.
    • Handle: RePEc:ids:injleg:v:10:y:2023:i:2:p:109-123
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