| Abstract [eng] |
This master's thesis explores the impact of logistics processes on customer satisfaction in the e-shopping sector. The study focuses on four logistics processes: Delivery Speed, Order Accuracy, Return Process, and Last-Mile Delivery. The thesis is organized into five chapters: an introduction, a review of relevant literature, the research methodology, an analysis of survey results, and conclusions The literature review outlines the significance of logistics in e-shopping and emphasizes how logistics performance directly impacts customer satisfaction. Key concepts such as reverse logistics, fulfillment accuracy, delivery timeliness, and last-mile delivery This research was conducted using a quantitative survey distributed to online shoppers. A total of 261 responses were collected and analyzed using SPSS software and Excel. Descriptive statistics and correlation & regression analyses were applied. The empirical findings from this study indicate that Last-Mile Delivery emerges as the strongest predictor of customer satisfaction, followed by Order Accuracy and then Delivery Speed. While all four logistics factors are statistically significant, the Return Process exhibits the weakest effect, though it remains a critical area for improvement. Notably, the return process was identified as a particular pain point, with many respondents expressing dissatisfaction with its cost, complexity, and duration Discussion & Conclusion summarize the key ideas from the literature review and the main findings from the research. |
