Influences Of E-Logistics Service Quality on Gen-Z Customer Satisfaction and Loyalty in Mekong Delta, Vietnam

Abstract

With the arrival of contemporary platforms, online shopping has experienced a significant revolution that has significantly altered consumer behavior. This opens up multiple opportunities for e-commerce companies to increase their potential market, but it also brings strong competition from numerous new merchants. Therefore, today's sellers' main concern is raising client satisfaction and loyalty to gain a competitive edge. The purpose of this research is to determine how e-logistics service quality influences online shopper satisfaction and loyalty. Online shoppers made up both the study's population and its sample. Primary data was utilized for analysis in this research. The questionnaire and purposive sample techniques used to compile this data were both tried and true. There were 631 respondents of Generation Z (GenZ) included in the sample (Mekong Delta, Vietnam).