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Determinants of E-Logistic Customer Satisfaction: A Mediating Role of Information and Communication Technology (ICT)


Hameed, Waseem Ul and Nadeem, Shahid and Azeem, Muhammad and Aljumah, Ahmad Ibrahim and Adeyemi, Raji Abdulwasiu (2018) Determinants of E-Logistic Customer Satisfaction: A Mediating Role of Information and Communication Technology (ICT). International Journal of Supply Chain Management (IJSCM), 7 (1). pp. 105-111. ISSN 2050-7399

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Abstract

In the recent decade, with the increase in e logistic services, the problem of e-logistic customer satisfaction is raised.E-logistic services spread so rapidly worldwide which overlook the significant segment of customer satisfaction.Therefore, the prime objective of the current research study is to develop a comprehensive framework for e-logistics customer satisfaction.Various studies highlighted the area of e-logistic customer satisfaction, however, in a rare case, literature formally documented the problem of e-logistic customer satisfaction. Hence, less attention has been paid to the aspect of customer satisfaction in e-logistic.To address this gap, four hypotheses are proposed concerning the relationship of e-payment, e-traceability, website design with information communication technology (ICT) and e-logistic customer satisfaction.By using the convenience sampling technique, 500 questionnaires were distributed among the e-logistic users.The results of the current study found that e-payment, e traceability, and website design has a significant positive relationship with ICT and ICT has a significant positive relationship with e-logistic customer satisfaction.This study is contributing to the body of knowledge by developing a comprehensive framework to solve various e-logistic problems.Hence, the current study is helpful for e-logistic companies to mitigate e-logistic customer satisfaction problems.

Item Type: Article
Uncontrolled Keywords: E-logistic, e-payment, e-traceability, website design, information communication technology (ICT), customer satisfaction.
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions: School of Technology Management & Logistics
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 18 Jul 2018 06:17
Last Modified: 18 Jul 2018 06:17
URI: http://repo.uum.edu.my/id/eprint/24419

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