Customer Satisfaction toward Logistic Service Quality: A Comprehensive Analysis of Key Factors and Strategic Implications

Abstract

Logistics Service Quality (LSQ) plays a vital role in enhancing supply chain efficiency, customer satisfaction, and competitive advantage. This study investigates customer satisfaction with logistics services in Malaysia, focusing on three key dimensions: delivery cost, information quality, and timeliness. Grounded in the Expectancy-Disconfirmation Theory, the research explores the impact of these factors in the context of Malaysia’s rapidly expanding e-commerce sector. A quantitative, causal research design was adopted, utilizing an online questionnaire to collect data from Malaysian online shoppers through convenience sampling with 152 respondents in total. Multiple regression analysis was used to examine the relationships among variables. The results indicate that information quality and delivery cost significantly and positively influence customer satisfaction, while timeliness does not show a significant effect. These findings underscore the importance of accurate information and competitive delivery pricing in enhancing customer experience. Despite limitations related to sample size, funding, and respondent diversity, the study offers valuable insights for improving logistics service quality in Malaysia. Future research with broader samples and refined methodologies can further deepen the understanding of consumer satisfaction in the logistics sector.