A Study on Logistics Service Providers and Their Impact on Customers
A. Muhammed Akhil *
CET School of Management, Thiruvananthapuram, India.
K. Jnaneswar
CET School of Management, Thiruvananthapuram, India.
*Author to whom correspondence should be addressed.
Abstract
Supply chains are always constructed in a flexible way in order to meet the ever-changing customer demands. The efficiency of the supply chain determines how successful a business is. Logistics plays a vital part in the supply chain. The presence of logistics service providers makes it possible for people to buy and sell anything and everything from anywhere at any point in time. The objective of the study was to find out the relationship between the services offered by logistics service providers on customer satisfaction, brand perception and their region of operation, to find out the challenges faced by logistics service providers and suggest measures for enhancing logistics service quality. The hypothesis was set to find out the relationship and the level of dependency between the services offered by logistics service providers on customer satisfaction and brand perception. From the study it was found that customer satisfaction and brand perception were influenced by services offered by logistics service providers, improving business processes and reducing transportation costs were the top challenges faced by logistics service providers. A few recommendations like seeking assistance from online bots, building a good customer support system and making use of route optimization techniques were suggested.
Keywords: Logistics service providers, supply chain management, ecommerce, customer satisfaction, brand perception