Abstract:
B2C e-commerce market has become widespread in our country in associated with the increase of internet penetration and smart phones usage over the past few years. In this study, logistic service quality and its impact on satisfaction were examined through a research on e-commerce. Research hypotheses are tested with ANOVA, t-test, and regression analysis through SPSS software on data provided from 397 participants. Logistics service quality perceptions were measured in four factors which are timeliness, quality of order, quality of information and responsiveness. Regression analysis indicated that all dimensions of logistic service quality has an impact on customer satisfaction. Besides it is also understood that timeliness and quality of order dimensions take customers’ priority on satisfaction.

Keywords: The Concept of Service, Service Quality, Logistic Service Quality, Customer Satisfaction.

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