A Study on Customer Satisfaction Towards E-Commerce Logistics Services

The rapid growth of e-commerce has significantly transformed the retail industry by providing consumers with convenient access to products and services through online platforms. As online shopping continues to expand, logistics services have emerged as one of the most critical determinants of customer satisfaction. Efficient logistics operations, including timely delivery, accurate order fulfillment, secure packaging, real-time shipment tracking, and responsive customer support, directly influence customers' overall shopping experiences and their intention to repurchase. This study examines customer satisfaction towards e-commerce logistics services by analyzing the perceptions and experiences of online shoppers. Primary data were collected from 200 respondents using a structured questionnaire, while secondary data were obtained from journals, books, websites, and published reports. A descriptive research design and convenience sampling technique were adopted for the study. Percentage analysis was used to interpret the collected data. The findings reveal that most respondents are satisfied with the logistics services offered by leading e-commerce platforms such as Amazon, Flipkart, Meesho, and Myntra. Safe packaging, delivery speed, order accuracy, and effective tracking systems were identified as the major factors influencing customer satisfaction. However, issues such as damaged products, delayed deliveries, and occasional order inaccuracies continue to affect customer experiences. The study concludes that improving logistics efficiency, strengthening packaging standards, and enhancing communication throughout the delivery process will help e-commerce companies increase customer satisfaction, loyalty, and long-term competitiveness.