LOGISTICS SERVICES ON E-SHOPPERS SATISFACTION IN BRGY. 185 NORTH CALOOCAN CITY

Abstract

Satisfaction is widely regarded as a holistic assessment of an organization’s performance, whether in terms of products or services. Both product quality and service efficiency play critical roles in achieving customer satisfaction, which serves as a key metric for measuring contentment with a company’s offerings.

In the context of online shopping, delivery time is a crucial factor influencing customer evaluations. Essential service attributes include minimizing delivery delays, providing real-time shipment tracking, and issuing timely alerts about potential shipping disruptions. Ensuring a consistently satisfactory service experience remains a significant challenge for online retailers.

The parcel and food delivery industries have particularly benefited from the surge in e-commerce, as more consumers rely on home delivery services. The COVID-19 pandemic further accelerated this shift, increasing dependence on delivery solutions and driving advancements in delivery technology. This study employs descriptive methods to effectively gather information related to the problem and circumstances, aiming to determine the level of satisfaction among e-shoppers regarding logistics services. It focuses on answering ‘what’ and ‘how’ questions to provide a comprehensive understanding of customer experiences." The findings indicate that the majority of e-shoppers used J&T Express, with 37 respondents (74%) selecting it as their preferred logistics provider. LBC followed with 5 respondents (10%), while Flash Express and Ninja Van each had 4 respondents (8%), bringing the total sample size to 50.

E-shoppers reported encountering challenges often, with a total weighted mean of 2.22. However, they expressed high satisfaction with logistics services in key areas:

Delivery timeliness – Very satisfied (3.19)

Order accuracy – Very satisfied (3.33)

Service quality – Very satisfied (3.30)

These results suggest that while logistical challenges exist, overall satisfaction with delivery services remains high."** Satisfied customers are more likely to increase their usage and remain loyal to a service provider, particularly in the logistics sector. Logistics, defined as the efficient transportation and management of goods, aims to fulfill customer requirements in a timely and cost-effective manner.

The quality of logistics services is determined by several key factors, including delivery speed and reliability, accuracy in handling goods, safety measures during transit, responsiveness of customer service, cost-effectiveness, and overall customer satisfaction with the delivery experience. These elements collectively shape customer perceptions and play a crucial role in influencing future purchasing decisions."**