The Impact of Logistics Services on Customer Satisfaction in Embracing Transaction Disruption

Abu Yaziz M. F., Razik M. A., Aziz M. I., Hassan H., Mukhtar D., Abashah A.

International Conference on Business and Technology (ICBT), İstanbul, Turkey, 6 - 07 November 2021, vol.485, pp.715-720 identifier identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 485
  • Doi Number: 10.1007/978-3-031-08093-7_47
  • City: İstanbul
  • Country: Turkey
  • Page Numbers: pp.715-720
  • Keywords: Logistics, Customer satisfaction, Transaction, Disruption
  • Middle East Technical University Affiliated: No


Every transaction in the emerging industry is disrupted in the digital era. Humans have no desire to live in a world where transactions are not disrupted. A day without shopping could be difficult, inconvenient, and even impossible. Many things in the internet shopping marketplace play important roles in the enjoyment stage. As a result, this research focuses on how logistics services may affect online shoppers' transaction enjoyment stage. The purpose of this article is to determine the primary logistics service parameters that influence online shopper satisfaction with transaction disruption. A total of 341 people who have done online shopping transactions answered the online questionnaire through a google form. The data was analyzed using Pearson correlation and multiple regression. The findings of this study will aid online retailers in identifying methods to improve their services, particularly in terms of logistics, which will ultimately improve customer happiness.