A Study on Customer Expectations and Satisfaction Towards Logistics Services

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.