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The Impact of E-logistics on Customer Satisfaction and Loyalty: “An-Post” E-logistics End-users in Ireland as a Case Study

Ifeyi, Gift Angela (2022) The Impact of E-logistics on Customer Satisfaction and Loyalty: “An-Post” E-logistics End-users in Ireland as a Case Study. Masters thesis, Dublin, National College of Ireland.

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As the sustainability of any business depends on the effectiveness of their supply chain amongst other factors, it is important to note that final delivery is crucial. In today’s world, technology has made rapid steps in constantly modifying the online shopping experience for customers allowing retail businesses to run new models and strategies. The study focuses on finding the relationship between effective e-logistics (ICT and delivery) and customer loyalty. The current study used a systematic review of peer-reviewed journal articles to find a relationship.

The main aim of the research is to identify the impact of E- transportation on customers satisfaction and their loyalty in the E-logistics industry using “An-Post” as case study. As a result, in assessing the importance of e-logistics service quality issues influencing consumer satisfaction when shopping online, the researcher proposes a questionnaire-based analysis of the influence of these elements, presuming that effective e-logistics can increase consumer satisfaction leading to consumer loyalty and retention. This was conducted using SPSS 27 to analyze the descriptive and inferential statistics with sample size of 205 respondent. Therefore, it became clear by comparing the findings of these hypotheses to the literature research that there are existing gaps between E-logistics impacts and customers satisfaction and loyalty. The study findings will benefit retail practitioners who are also in the online retail business and researchers contributing to the academia to further research opportunities.

Item Type: Thesis (Masters)
Ebenade, Kesiena
Uncontrolled Keywords: Logistics; customer loyalty; customer satisfaction; E-Transportation
Subjects: H Social Sciences > HF Commerce > Customer Service
H Social Sciences > HF Commerce > Electronic Commerce
H Social Sciences > HD Industries. Land use. Labor > Business Logistics > Transportation of Goods and Trade Logistics
Divisions: School of Business > Master of Science in International Business
Depositing User: Tamara Malone
Date Deposited: 21 Mar 2023 15:15
Last Modified: 21 Mar 2023 15:15

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