Analysis of Customer Satisfaction and its Impacts on Firms Performance in Logistics Services Sector

Abstract

This study looks at the important elements that influence customer satisfaction in logistics services, with a focus on service quality, cost, and communication. The study uses surveys and statistical analysis, such as factor analysis, reliability testing, and multiple regression, to identify the most significant causes of dissatisfaction. The findings identify service quality and communication, particularly reliability and transparency, as important areas of concern. A decision tree model highlights crucial aspects that influence satisfaction. The findings show that logistics companies should prioritise enhancing communication and reliability in order to increase customer satisfaction. Future studies could investigate the relationship between technology and operational efficiency.