THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND SUSTAINABLE SERVICE PERFORMANCE ON E-COMMERCE FOODS LOGISTICS IN MALAYSIA
Main Article Content
Abstract
The objectives of this research are to identify the sustainable service performance of food industry and e-commerce of food logistics during the Pandemic of Covid19. It involves of the overall deliveries, quality, information, timeliness, personnel contacts,and perceived important. It also explores on the customer satisfaction e-commerce of food logistics companies. The epidemic of Covid-19, fresh food e-commerce platforms which online purchases were established extensively. This growth has affected in the final logistics services and become more and more important during the movement control. The development of the e-commerce logistics may be influenced by the competent final logistics solution given by e-commerce of food companies. The survey was conducted using on line questionnaires that involved of 384 respondents. The questionnaires were analysed by using Statistical Package for Social Science (SPSS) software, Pearson Correlation and multiple linear regression. The results of Pearson Correlation and multiple linear regressions show that the Personnel Contact (PCQ), Delivery (DQ), Information (IQ), Timeliness (TQ) and Perceived Important (PIQ) have a positive relationship with customer satisfaction. The results suggest that the variables recommended are able to be used in future developing service performance in foods industry and e-commerce food at the final logistics requirements during pandemic.
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