Influences of E-Logistics Service Quality On Gen-Z Customer Satisfaction and Loyalty in Mekong Delta, Vietnam

Abstract

The purpose of this research is to determine how e-logistics service quality influences online shopper satisfaction and loyalty. Online shoppers made up both the study's population and its sample. Primary data was utilized for analysis in this research. The questionnaire and purposive sample techniques used to compile this data were both tried and true methods. There were 631 respondents of Generation Z (Gen-Z) included in the sample (Mekong Delta, Vietnam). The SPSS and AMOS measurement and structural models were used in this investigation. This study presents on relevant literature to provide a theoretical framework proposing a connection between the quality of an e-logistics provider's service and the satisfaction and loyalty of its youngest customers, Gen-Z. Perceived online safety (POS), capacity of office employees in e-logistic service center (COS), user interface quality (UIQ), and e-logistic quality (ELQ) are all factors included in this research into e-commerce customers' satisfaction with e-logistics service providers. Online customer satisfaction and office staff capacity in an e-logistic service center were shown to be significant predictors of Gen-Z customers' loyalty to online shopping. E-logistics service quality, such as e-logistics quality, user interface quality, perceived security, perceived privacy, and perceived information quality, is assessed using the current literature. This study's findings suggest that the quality of e-logistics services in Vietnam's Mekong Delta has been reorganized to take into account factors such perceived online safety, user interface quality, e-logistic quality and  capacity of office staff in e-logistic service center. This study adds to the literature on developing market customer satisfaction and loyalty online, as seen by the findings.