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

Ali, A., & Bhasin, J. (2019). Understanding customer repurchase intention in e-commerce: Role of perceived price, delivery quality, and perceived value. Jindal Journal of Business Research, 8(2), 142-157. https://doi.org/10.1177/2278682119850275
Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021, May). Impact of service quality on the customer satisfaction: Case study at online meeting platforms. International journal of Engineering, Business and Management, 5(2), 65-77. Retrieved from https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3839031
Alkaf, A., Yusliza, M. Y., Saputra, J., Muhammad, Z., & Bon, A. T. (2021, March). A review of work effectiveness and efficiency, service quality and organisational performance literature: A mini-review approach. In 11th Annual International Conference on Industrial Engineering and Operations Management, Singapore (pp. 7-11). Retrieved from https://www.researchgate.net/publication/360102654_A_Review_of_Work_Effectiveness_and_Efficiency_Service_Quality_and_Organisational_Performance_Literature_A_Mini-Review_Approach
Ak?l, S., & Ungan, M. C. (2022). E-commerce logistics service quality: customer satisfaction and loyalty. Journal of Electronic Commerce in Organizations (JECO), 20(1), 1-19. https://doi.org/10.4018/JECO.292473
Bahamdain, A., Alharbi, Z. H., Alhammad, M. M., & Alqurashi, T. (2022). Analysis of Logistics Service Quality and Customer Satisfaction during COVID-19 Pandemic in Saudi Arabia. International Journal of Advanced Computer Science and Applications, 13(1). https://doi.org/10.14569/ijacsa.2022.0130121
Bayraktar, E., Sari, K., Tatoglu, E., Zaim, S., & Delen, D. (2020). Assessing the supply chain performance: a causal analysis. Annals of Operations Research, 287(1), 37-60. https://doi.org/10.1007/s10479-019-03457-y
Bernama. (2019, June 26). Malaysians not happy with e-commerce delivery experience: Study. NST Online; New Straits Times. https://www.nst.com.my/news/nation/2019/06/499400/malaysians-not-happy-e-commerce-
Bungatang, B., & Reynel, R. (2021). The effect of service quality elements on customer satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 107-118. https://doi.org/10.52970/grmapb.v1i2.102
Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison. Asia Pacific Journal of Marketing and Logistics, 30(2), 400-416. https://doi.org/10.1108/apjml-04-2017-0071
Chang, L., YongFei, J., & Bei, K. (2019). Impact of Logistics Information Service on Customer Satisfaction: An Empirical Study with Assurance as the Moderator. International Journal of Advanced Science and Convergence, 1(1), 1-6. https://www.earticle.net/Article/A395142
Chen, M. C., Hsu, C. L., & Lee, L. H. (2019). Service quality and customer satisfaction in pharmaceutical logistics: An analysis based on Kano model and importance-satisfaction model. International Journal of Environmental Research and Public Health, 16(21), 4091. https://doi.org/10.3390/ijerph16214091
Cheng, F. F., Wu, C. S., & Chen, Y. C. (2020). Creating customer loyalty in online brand communities. Computers in Human Behavior, 107, 105752. https://doi.org/10.1016/j.chb.2018.10.018
Choi, D., Chung, C. Y., & Young, J. (2019). Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China. Sustainability, 11(20), 5626. https://doi.org/10.3390/su11205626
City-Link Express Reviews (2022). Customer service reviews of City-Link Express, Trackingmore. https://www.trackingmore.com/review-citylinkexpress.html
Cortes-Murcia, D. L., Guerrero, W. J., & Montoya-Torres, J. R. (2022). Supply chain management, game-changing technologies, and physical internet: a systematic meta-review of literature. IEEE Access, 10, 61721-61743. https://doi.org/10.1109/ACCESS.2022.3181154
Dedeoglu, B. B. (2019). Are information quality and source credibility really important for shared content on social media? The moderating role of gender. International journal of contemporary hospitality management, 31(1), 513-534. https://doi.org/10.1108/ijchm-10-2017-0691
Facebook Post (2024). J&T, Ninja Van & Shopee Express Settle Your Problem!!! Retrieved from https://www.facebook.com/groups/796005074264348/
Fan, A., Van Hoof, H. B., Dou, X., & Serrano, A. L. (2023). The impact of linguistic style on customer satisfaction: a cross-cultural empirical study in Ecuador. International Hospitality Review, 37(1), 125-142. https://doi.org/10.1108/ihr-04-2021-0028
Fosso Wamba, S., Akter, S., Trinchera, L., & De Bourmont, M. (2019). Turning information quality into firm performance in the big data economy. Management Decision, 57(8), 1756-1783. https://doi.org/10.1108/md-04-2018-0394
Frazelle, E. (2020). Supply chain strategy: the logistics of supply chain management. McGraw-Hill.
Gao, T., Erokhin, V., & Arskiy, A. (2019). Dynamic optimization of fuel and logistics costs as a tool in pursuing economic sustainability of a farm. Sustainability, 11(19), 5463. https://doi.org/10.3390/su11195463
Gao, W., & Fan, H. (2021). Omni-channel customer experience (in) consistency and service success: a study based on polynomial regression analysis. Journal of Theoretical and Applied Electronic Commerce Research, 16(6), 1997-2013. https://doi.org/10.3390/jtaer16060112
Garg, R., Kiwelekar, A. W., & Netak, L. D. (2021). Logistics and Freight Transportation Management: An NLP based Approach for Shipment Tracking. Pertanika Journal of Science & Technology, 29(4), 2745-2765. https://doi.org/10.47836/pjst.29.4.28
Gauffin, A. (2020). Performance management in the logistics service industry. Retrieved from https://lutpub.lut.fi/handle/10024/160553
Hair J. F. Jr., William C. Black, Barry J. Babin , Rolph E. Anderson (2017). Multivariate Data Analysis, 7th ed. England: Pearson Education Limited.
Haralayya, B. (2021). Customer Satisfaction at M/s Sindol Bajaj Bidar. Iconic Research And Engineering Journals, 4(12), 157-169. Retrieved from https://www.researchgate.net/profile/Dr-Haralayya/publication/352818998_Customer_Satisfaction_At_MS_Sindol_Bajaj_Bidar/links/60db179a92851ca9449515c7/Customer-Satisfaction-At-M-S-Sindol-Bajaj-Bidar.pdf
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115-135. https://doi.org/10.1007/s11747-014-0403-8
Hossain, T. M. T., Akter, S., Kattiyapornpong, U., & Dwivedi, Y. (2020). Reconceptualizing integration quality dynamics for omnichannel marketing. Industrial Marketing Management, 87, 225-241. https://doi.org/10.1016/j.indmarman.2019.12.006
Hu, M., Chaudhry, P. E., & Chaudhry, S. S. (2022). Linking customized logistics service in online retailing with E-satisfaction and E-loyalty. International Journal of Engineering Business Management, 14, 184797902210975. https://doi.org/10.1177/18479790221097528
J&T Express Review (2021, June 25). 40% not satisfied - MyCourier - Malaysia Courier Service Directory. https://www.mycourier.my/jt-express-review/
Kang, J. W., & Namkung, Y. (2019). The information quality and source credibility matter in customers’ evaluation toward food O2O commerce. International Journal of Hospitality Management, 78, 189-198. https://doi.org/10.1016/j.ijhm.2018.10.011
Kanike, U. K. (2023). Factors Disrupting Supply Chain Management in Manufacturing Industries. Journal of Supply Chain Management Science, 4(1-2), 1–24. https://doi.org/10.18757/jscms.2023.6986
Kankam, G., Kyeremeh, E., Som, G. N. K., & Charnor, I. T. (2023). Information quality and supply chain performance: The mediating role of information sharing. Supply Chain Analytics, 2, 100005. https://doi.org/10.1016/j.sbspro.2015.01.1225
Kawa, A., & Szczepa?ska, J. ?. -. (2021). Logistics as a value in e-commerce and its influence on satisfaction in industries: a multilevel analysis. Journal of Business & Industrial Marketing, 36(13), 220–235. Emerald. https://doi.org/10.1108/jbim-09-2020-0429
Khan, M., Lee, H. Y., & Bae, J. H. (2019). The role of transparency in humanitarian logistics. Sustainability, 11(7), 2078. https://doi.org/10.3390/su11072078
Kitsios, F., Kamariotou, M., Karanikolas, P., & Grigoroudis, E. (2021). Digital marketing platforms and customer satisfaction: Identifying eWOM using big data and text mining. Applied Sciences, 11(17), 8032. https://doi.org/10.3390/app11178032
Kline, T. J. (1999). The team player inventory: Reliability and validity of a measure of predisposition toward organizational team-working environments. Journal for Specialists in Group Work, 24(1), 102-112. https://doi.org/10.1080/01933929908411422
Lim, M. K., Li, Y., & Song, X. (2021). Exploring customer satisfaction in cold chain logistics using a text mining approach. Industrial Management & Data Systems, 121(12), 2426-2449. https://doi.org/10.1108/imds-05-2021-0283
Lin, X., Al Mamun, A., Yang, Q., & Masukujjaman, M. (2023). Examining the Effect of Logistics Service Quality on Customer Satisfaction and re-use Intention. PLoS ONE, 18(5), e0286382–e0286382. https://doi.org/10.1371/journal.pone.0286382
Luzhanska, N., Lebid, I., Kravchenya, I., & Mazurenko, A. (2021). Reliability of logistics chains in foreign trade operations. Transport Systems and Transportation Technologies, (22), 4. https://doi.org/10.15802/tstt2021/247877
Manapul, K., Isidro, J., Hernandez, M., & Fernandez, R. (2022). Influence of Shipping Fees in Customer Purchase Decisions for Online Retailers Residing within the Philippines. Journal of Business and Management Studies, 4(1), 203–212. https://doi.org/10.32996/jbms.2022.4.1.23
Mangiaracina, R., Perego, A., Seghezzi, A., & Tumino, A. (2019). Innovative solutions to increase last-mile delivery efficiency in B2C e-commerce: a literature review. International Journal of Physical Distribution & Logistics Management, 49(9), 901–920. https://doi.org/10.1108/ijpdlm-02-2019-0048
Michalski, M., & Montes-Botella, J. L. (2022). Logistics service quality in an emergent market in Latin America. The International Journal of Logistics Management, 33(1), 79-101. https://doi.org/10.1108/ijlm-11-2020-0433
Mienye, I. D., & Sun, Y. (2021). Performance analysis of cost-sensitive learning methods with application to imbalanced medical data. Informatics in Medicine Unlocked, 25, 100690. https://doi.org/10.1016/j.imu.2021.100690
Ministry of Communications (2025, April 7). Malaysia’s E-Commerce Revenue To Reach RM1.65 Tril By 2025. Retrieved from https://www.komunikasi.gov.my/en/public/news/21743-malaysia-s-e-commerce-revenue-to-reach-rm1-65-tril-by-2025
Mustafa, S. Z., Kar, A. K., & Janssen, M. F. W. H. A. (2020). Understanding the impact of digital service failure on users: Integrating Tan’s failure and DeLone and McLean’s success model. International Journal of Information Management, 53, 102119. https://doi.org/10.1016/j.ijinfomgt.2020.102119
Neger, M., & Uddin, B. (2020). Factors affecting consumers’ internet shopping behavior during the COVID-19 pandemic: Evidence from Bangladesh. Chinese Business Review, 19(3), 91-104. https://doi.org/10.17265/1537-1506/2020.03.003
Ogunnowo, B. E., & Sule, S. S. (2021). Measurement of Customer Perceptions of Logistics Service Quality. Jurnal Teknik Industri, 22(1), 43–56. https://doi.org/10.22219/jtiumm.vol22.no1.43-56
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.1177/002224378001700405
Özcan, S., Oflaç, B. S., Tokcaer, S., & Özpeynirci, Ö. (2024). Mastering timely deliveries using dynamic capabilities: perspectives from logistics service providers and shippers. The International Journal of Logistics Management, 35(5), 1653-1677. https://doi.org/10.1108/ijlm-03-2023-0089
Phan Tan, L., & Le, T. H. (2023). The influence of perceived price and quality of delivery on online repeat purchase intention: the evidence from Vietnamese purchasers. Cogent Business & Management, 10(1), 2173838. https://doi.org/10.1080/23311975.2023.2173838
Privacy Shiled (2025). Malaysia – eCommerce. Retrieved from https://www.privacyshield.gov/ps/article?id=Malaysia-E-Commerce#:~:text=Malaysia%20has%20~%2025.84%20million%20active%20internet,extremely%20high%20rates%20of%20mobile%20phone%20penetration.
Rahmat, A. K., Faisol, N., Yajid, A. A., & Badrillah, M. I. M. (2019). Manufacturers satisfaction on third party logistics providers’ service quality. International Journal of Control and Automation, 12 (5), 131-141. Retrieved from https://www.researchgate.net/publication/361750728_Manufacturers'_Satisfaction_on_Third-Party_Logistics_Providers'_Service_Quality
Ramirez, J. G. C. (2024). The Power of Planning: How Business Plans Drive Effective Management Strategies. Integrated Journal of Science and Technology, 1(1). Retrieved from https://ijstpublication.com/index.php/ijst/article/view/4
Rane, N. L., Achari, A., & Choudhary, S. P. (2023). Enhancing customer loyalty through quality of service: Effective strategies to improve customer satisfaction, experience, relationship, and engagement. International Research Journal of Modernization in Engineering Technology and Science, 5(5), 427-452. https://doi.org/10.56726/IRJMETS38104
Rashid, D. A., & Rasheed, D. R. (2024). Logistics service quality and product satisfaction in e-commerce. SAGE Open, 14(1), 21582440231224250. https://doi.org/10.1177/21582440231224250
Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. Cogent Business & Management, 8(1), 1906492. https://doi.org/10.1080/23311975.2021.1906492
Richu, S., Stephen, O., Gituro, W., & Mary, K. (2022). Logistics management practices and customer satisfaction: the mediating effect of logistics service quality among the Shippers in Kenya. African Journal of Business and Management (AJBUMA), 7(1), 53-70. Retrieved from https://uonjournals.uonbi.ac.ke/ojs/index.php/ajbuma/article/view/915
Salhieh, L., Shehadeh, M., Abushaikha, I., & Towers, N. (2021). Integrating vehicle tracking and routing systems in retail distribution management. International Journal of Retail & Distribution Management, 49(8), 1154-1177. https://doi.org/10.1108/ijrdm-12-2019-0400
Shan, H., Fan, X., Long, S., Yang, X., & Yang, S. (2022). An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model. Discrete Dynamics in Nature and Society, 2022, 1–18. https://doi.org/10.1155/2022/5945908
Sharma, A. (2020). A Model for Measuring the Impact of Supply Chain Management Practices on Cost Effectiveness. Sumedha Journal of Management, 9(3), 22-39. https://doi.org/10.46454/sumedha/9.3.2020.2
Solomon-Adeyemi, B. F. (2023). Developing Customer Service in a Travel Agency in Nigeria–A Case Study of Handl Service. Retrieved from https://www.theseus.fi/handle/10024/814980
Sudan, T., & Taggar, R. (2021). Recovering Supply Chain Disruptions in Post-COVID-19 Pandemic Through Transport Intelligence and Logistics Systems: India’s Experiences and Policy Options. Frontiers in Future Transportation, 2(1). Frontiersin. https://doi.org/10.3389/ffutr.2021.660116
Sukmana, H. T., Widjaja, A. E., & Situmorang, H. J. (2022). Game theoretical-based logistics costs analysis: A review. International Transactions on Artificial Intelligence, 1(1), 43-61. https://doi.org/10.33050/italic.v1i1.166
Sutrisno, A., Andajani, E., & Widjaja, F. N. (2019). The Effects of Service Quality on Customer Satisfaction and Loyalty in a Logistics Company. KnE Social Sciences. https://doi.org/10.18502/kss.v3i26.5360
?wita?a, M., Cichosz, M., & Trz?siok, J. (2019). How to achieve customer satisfaction? Perspective of logistics outsourcing performance. LogForum, 15(1), 39-51. http://doi.org/10.17270/J.LOG.2019.316
Teshome, Z., Belete, B., Gizaw, G., & Mengiste, M. (2020). Customer satisfaction and public service delivery: The case of Dire Dawa Administration. Journal of Culture, Society and Development, 60(2020), 10-7176. https://doi.org/10.7176/PPAR/10-7-02
Trustpilot. (2024, April 23). Skynet Reviews. https://www.trustpilot.com/review/skynet.com.my
Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1-10. http://doi.org/10.31387/oscm0400248
Vakulenko, Y., Arsenovic, J., Hellström, D., & Shams, P. (2022). Does delivery service differentiation matter? Comparing rural to urban e-consumer satisfaction and retention. Journal of Business Research, 142, 476-484. https://doi.org/10.1016/j.jbusres.2021.12.079
Vakulenko, Y., Shams, P., Hellström, D., & Hjort, K. (2019). Online retail experience and customer satisfaction: the mediating role of last mile delivery. The International Review of Retail, Distribution and Consumer Research, 29(3), 306-320. https://doi.org/10.1080/09593969.2019.1598466
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119. https://doi.org/10.1177/1094670518819852
Vasi?, N., Kilibarda, M., Andreji?, M., & Jovi?, S. (2021). Satisfaction is a function of users of logistics services in e-commerce. Technology Analysis & Strategic Management, 33(7), 813-828. https://doi.org/10.1080/09537325.2020.1849610
Vu, T. P., Grant, D. B., & Menachof, D. A. (2020). Exploring logistics service quality in Hai Phong, Vietnam. The Asian Journal of Shipping and Logistics, 36(2), 54-64. https://doi.org/10.1016/j.ajsl.2019.12.001
Yun, H., Lee, G., & Kim, D. J. (2019). A chronological review of empirical research on personal information privacy concerns: An analysis of contexts and research constructs. Information & Management, 56(4), 570-601. https://doi.org/10.1016/j.im.2018.10.001
Zailani, S., Jafarzadeh, S., Iranmanesh, M., Nikbin, D., & Selim, N. I. I. (2018). Halal logistics service quality: conceptual model and empirical evidence. British Food Journal, 120(11), 2599–2614. https://doi.org/10.1108/bfj-07-2017-0412
Zheng, B., & Sun, C. (2023). Research on Logistics Warehousing Cost of Z Delivery Enterprise and Its Optimization Strategy. Frontiers in Business, Economics and Management, 8(1), 12-22. https://doi.org/10.54097/fbem.v8i1.5834

Tee, Y.-Y., Ting, M.-S., Alexander, J. A., Tan, K.-Y., & Ooi, T.-K. (2025). Customer Satisfaction toward Logistic Service Quality: A Comprehensive Analysis of Key Factors and Strategic Implications. International Journal of Academic Research in Economics and Management Sciences, 14(3), 461–478.

Copyright: © 2025 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode