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A Study on Customer Expectations and Satisfaction Towards Logistics Services
Subject area: Management and Commerce · Area of research: Supply Chain Management and Logistics
DOI: https://doi.org/10.64388/IREV10I2-1720265
Abstract
This study examines customer expectations and satisfaction with logistics services in Bellary, an area that has seen rising demand for transport, courier, and delivery services on the back of e-commerce growth, expanding trade, and industrial activity. Data were gathered from 213 respondents through a structured questionnaire covering fifteen dimensions of service quality, together with secondary material drawn from books, journals, and company websites. The results indicate that customers hold a moderately favourable view of logistics services overall, with shipment tracking and delivery timeliness rated highest, while complaint handling, problem resolution, and safe handling of goods emerged as comparatively weaker areas. A large majority of respondents rated their overall experience as good or better and expressed willingness to recommend their preferred provider, even though most had encountered at least one service-related problem, most commonly high charges or delivery delays. The study concludes that consistent, on-time delivery, careful handling of goods, and prompt complaint resolution are the factors most likely to strengthen customer satisfaction and loyalty in the logistics sector.
Keywords
Logistics Services, Customer Expectations, Customer Satisfaction, Service Quality, Delivery Performance, Customer Loyalty
References
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[13] DTDC Express: https://www.dtdc.in
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How to cite this paper
@article{1720265,
author = {Rakesh K, Dr. Christopher},
title = {A Study on Customer Expectations and Satisfaction Towards Logistics Services},
journal = {Iconic Research And Engineering Journals},
year = {2026},
volume = {10},
number = {2},
pages = {40-46},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1720265.pdf},
abstract = {This study examines customer expectations and satisfaction with logistics services in Bellary, an area that has seen rising demand for transport, courier, and delivery services on the back of e-commerce growth, expanding trade, and industrial activity. Data were gathered from 213 respondents through a structured questionnaire covering fifteen dimensions of service quality, together with secondary material drawn from books, journals, and company websites. The results indicate that customers hold a moderately favourable view of logistics services overall, with shipment tracking and delivery timeliness rated highest, while complaint handling, problem resolution, and safe handling of goods emerged as comparatively weaker areas. A large majority of respondents rated their overall experience as good or better and expressed willingness to recommend their preferred provider, even though most had encountered at least one service-related problem, most commonly high charges or delivery delays. The study concludes that consistent, on-time delivery, careful handling of goods, and prompt complaint resolution are the factors most likely to strengthen customer satisfaction and loyalty in the logistics sector.},
keywords = {Logistics Services, Customer Expectations, Customer Satisfaction, Service Quality, Delivery Performance, Customer Loyalty},
month = {August},
doi = {https://doi.org/10.64388/IREV10I2-1720265}
}