The Influence of Warehouse Management, E-Commerce Technology, and External Factors on Customer Satisfaction in Goods Delivery Services

Abstract

The rapid growth of e-commerce and globalization has positioned delivery services as a critical backbone of modern economic systems. However, customer satisfaction in this sector remains challenged by warehouse management inefficiencies, limited adoption of e-commerce technology, and uncertainties caused by external factors such as infrastructure conditions, regulatory changes, and socio-economic dynamics. This study aims to examine the influence of warehouse management, e-commerce technology, and external factors on customer satisfaction in delivery services. Employing a qualitative descriptive design with a literature review approach, this research synthesizes findings from previous studies indexed in reputable international databases including Scopus, Web of Science, Emerald, and Springer. Data analysis was conducted through comparative synthesis to identify similarities, differences, and interrelationships among the variables. The findings indicate that effective warehouse management improves delivery speed, cost efficiency, and service quality; e-commerce technology enhances transparency, platform accessibility, and customer engagement; while external factors such as infrastructure readiness and government policies significantly affect overall reliability. The study highlights that customer satisfaction is shaped by key indicators such as delivery speed, product security, affordability, and customer service quality. This research contributes theoretically by integrating three major determinants of logistics performance into a comprehensive framework, and practically by offering insights for logistics companies and policymakers to design adaptive strategies that enhance customer satisfaction in a rapidly evolving business environment.