The impact of Domestics Logistics Services Quality on the E-shoppers’ satisfaction and loyalty in Vientiane, Laos
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| Format: | Thesis |
| Kulcsszavak: | customer loyalty customer satisfaction customer service developing country domestics logistics e-commerce e-shopper Laos logistic services Vientiane |
| Online Access: | http://dolgozattar.uni-bge.hu/57621 |
| Abstract: | This study explored the influence of domestic logistics service quality on the satisfaction and loyalty of e-shoppers in Vientiane, Laos, using a survey of 123 participants, with an emphasis on major criteria such as delivery speed, pricing, customer service, shipping options and flexibility, sustainability in delivery, parcel handling and care, return and reverse logistics, delivery accuracy, and tracking systems. The research identifies key factors influencing satisfaction, including delivery speed, customer service, and shipping costs. Findings reveal that while logistics services meet basic needs, delays, high costs, and poor communication hinder satisfaction. Recommendations include improving delivery speed, enhancing customer service, and ensuring transparent pricing to foster loyalty and support the growth of e-commerce in Laos. |
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