IMPACT OF LOGISTICS DIGITALIZATION ON CUSTOMER SATISFACTION
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Abstract
About This Research Topic
Global logistics has undergone rapid digital transformation driven by e-commerce growth. Logistics digitalization and customer satisfaction spans GPS tracking, digital payment, automated SMS/app notifications, chatbots. For customers it offers visibility, convenient secure payment, proactive communication versus opaque traditional logistics. This aligns with SERVQUAL reliability, responsiveness, assurance. Within Enugu metropolis East, North, South, providers from GIG Logistics and DHL to local couriers brought digitalization into direct contact, yet adoption uneven: some fully integrated, others partial. As Enugu shifts online, logistics moved from occasional convenience to weekly touchpoint. Poor logistics undermines trust in entire online transaction. This study examines impact among Enugu customers focusing on tracking, payment, automated notifications, and fully vs partially digitalized providers.
Main Abstract
Study examined impact of logistics digitalization on customer satisfaction among logistics customers in Enugu metropolis. Objectives: real-time tracking, digital payment, automated notifications, comparison fully vs partially digitalized. Descriptive survey, 261 customers via Taro Yamane from population 750, multi-stage, 26-item Likert, SPSS 26. Findings: tracking beta 0.512 p<0.05; payment beta 0.437 p<0.05; automated notifications beta 0.548 p<0.05 largest; fully digitalized higher satisfaction t=6.41 p<0.05. Combined explains 52.3% variance. Concluded digitalization significant substantial driver, automated communication most influential, completeness distinguishes higher satisfaction. Recommend prioritise automated communication, invest in tracking, expand payment, pursue comprehensive transformation.
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Background
Global logistics digital transformation driven by e-commerce, expectations, affordable tracking/payment/communication tech. Logistics digitalization integrates digital tech: GPS tracking, digital/mobile payment, automated notifications, chatbots. For providers efficiency and experience; for customers visibility, convenient payment, proactive communication than opaque. Aligns with SERVQUAL reliability, responsiveness, assurance. In Enugu metropolis, e-commerce growth and proliferation of last-mile providers GIG Logistics, DHL, local couriers brought digitalization into direct contact. However not uniform: some comprehensive, others partial. Variation translates into measurable differences in satisfaction remains empirical question. Timing significant as Enugu residents shift routine purchasing online, logistics moved from occasional to routine weekly contact, bearing on e-commerce adoption and trust.
Logistics project topics | External: MIT CTL, World Bank LPI
Statement of Problem
Despite investment in digital tracking, payment, communication, complaints regarding delivery uncertainty, poor communication, payment inconvenience persist in Enugu commentary. Raises questions whether digitalization as implemented delivers theorised benefits or gaps undermine impact. Unclear which dimension exerts strongest influence for prioritising investment; empirical evidence specific to Nigerian logistics and Enugu limited; whether fully integrated higher satisfaction than partial - strategic relevance for sequencing investments.
Objectives and Questions
· Examine effect of real-time tracking on satisfaction.
· Assess effect of digital payment on satisfaction.
· Evaluate effect of automated notifications on satisfaction.
· Determine combined and relative contribution.
· Compare fully vs partially digitalized providers.
· Identify challenges from customer's perspective.
Significance
To providers, insight which dimension most drives satisfaction - automated 0.548 strongest, tracking 0.512, payment 0.437 - supporting prioritisation. To tech vendors, design tailored solutions. To policymakers, evidence for standards. To academia, extends SERVQUAL into Nigerian logistics outside Lagos. For wider Enugu SME ecosystem dependent on third-party logistics, digitalization maturity shapes reputation.
Scope and Definitions
Delimited to Enugu metropolis East, North, South LGAs, perceptions of tracking, payment, automated communication re most-used provider, not single named company. Cross-sectional. Sample 261 Taro Yamane from 750, 26-item Likert. Self-reported bias mitigated via anonymised collection. Definitions: Logistics Digitalization - integration of digital tech; Real-Time Tracking - GPS view location/status; Digital Payment - mobile money, card, wallets; Automated Notifications - system-generated SMS/app/email; Satisfaction - degree meets/exceeds expectations; Fully vs Partially Digitalized as self-reported.
Conclusion
Tracking beta 0.512, payment 0.437, automated 0.548 largest, fully higher t=6.41, combined 52.3% variance. Conclusion digitalization significant substantial driver, automated communication most influential, completeness distinguishes higher satisfaction. Providers should prioritise proactive automated communication, reliable tracking, secure payment, comprehensive transformation.
FAQs
What is logistics digitalization?
Integration of tracking, payment, automated notifications into logistics.
Tracking effect?
Beta 0.512 p<0.05 positive significant.
Payment effect?
Beta 0.437 p<0.05 significant.
Most influential?
Automated notifications beta 0.548 largest.
Fully vs partially?
t=6.41 p<0.05 fully higher.
Variance?
52.3% via multiple regression.
Sample?
261 Enugu from 750 Taro Yamane, 26-item Likert, SPSS 26.
Challenges?
Network failures, digital literacy, payment security, inconsistent notifications.
SERVQUAL link?
Enhances reliability, responsiveness, assurance.
Priorities?
Automated communication first, then tracking, payment, comprehensive transformation.
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