Anjali Upadhyay

Dr. A.C Shukla

Tarangini

Abstract

India is a country with unique demographic, social and economic structure and is an early adopter of e-commerce during its transformative stages. The growth and the success of E-commerce sector mainly depend on the logistics that helps to serve the customer at rapid pace along with better experience to maintain customer loyalty. E-commerce logistics is the only key link of direct contact with the customers for network business. Incidences of the customer's complaints related to logistics services such as packaging damage, delivery time, attitude issues, payment difficulties etc. have increased off late. Defects in logistics services seriously affect customer's shopping experience. The aim of this research is to explore the Ecommerce logistics service quality factors that influence customer satisfaction and in turn can help in improving service quality of E-commerce logistics by proper execution. Existing SERVQUAL model is suitably modified and SERVQUAL index for E-commerce logistics service is calculated for select Service Provider Company.

Keywords- E-commerce Logistics, SERVQUAL, Gap Analysis, Statistical analysis, Customer Satisfaction