Factors Influencing the Satisfaction of E-logistics Customers in Vietnam: The Mediating Role of Information Technology

Abstract

The study focused on the factors contributing to customer satisfaction in e-logistic services. The questionnaire used in this study was developed based on previous studies with proven validity. The structural equation model (SEM) was tested using SPSS and Amos 22 with a sample size of 320 respondents. Research results revealed four factors that affect customer satisfaction: payment method, shipping information, information security, and shipping time. Shipping cost and order fulfillment were found to have insignificant impacts. Information technology was proven to have a mediating role in improving customer satisfaction. The study results will be helpful for the government in developing and supporting E-commerce and E-logistics in Vietnam. In addition, it will help companies operating in this field understand their customers' needs better, thus attracting new customers, retaining current customers, and improving customer satisfaction.