Impact of Logistics Service Quality on Customer Behavior in Cabiao, Nueva Ecija

This research study aimed to determine the impact of logistics service quality on customer behavior in Cabiao, Nueva Ecija. It specifically aimed to determine the respondents’ level of agreement with the timeliness, quality, and availability of logistics services as well as how these variables affect customer behavior based on attitude, subjective norm, and perceived behavioral control. The study also examined whether there is a significant relationship between logistics service quality and customer behavior. A descriptive research method was used, and data were collected using a researcher-made questionnaire administered to 100 respondents who actively use logistics services, either for e-commerce shopping, personal use, or business transactions.
The findings showed that most respondents agreed that the logistics services were reliable, especially in terms of availability. Among the variables, the ability of logistics providers to offer on-demand delivery, flexible scheduling, and broad delivery coverage was rated the highest. The results showed a significant relationship between logistics service quality and customer behavior, indicating that improvements in service quality may lead to positive customer attitudes, stronger social influence, and greater perceived control over logistics-related decisions. These findings suggest that logistics companies must prioritize consistent, accessible, and customer-centered services to enhance customer satisfaction and loyalty. The results of this study may serve as a reference for logistics providers, online businesses, and other stakeholders in developing strategies that address customer expectations and improve overall service performance.

Business Management

1. Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. [Google Scholar] [Crossref]

2. Ajzen, I. (2006). Perceived behavioral control, self‐efficacy, focus of control, and the theory of planned behavior. Journal of Applied Social Psychology, 32(4), 665–683. https://doi.org/10.1111/j.1559-1816.2002.tb00236.x [Google Scholar] [Crossref]

3. Aluthge, P. et al., (2024, June). The Crucial Role of Data Collection in Research: Techniques, Challenges, and Best Practices. ResearchGate. https://www.researchgate.net/publication/383155720_The_Crucial_Role_of_Data_Collection [Google Scholar] [Crossref]

4. Akıl, S., & Ungan, M. C. (2022). E-Commerce Logistics Service Quality. Journal of Electronic Commerce in Organizations, 20(1). https://doi.org/10.4018/jeco.292473 [Google Scholar] [Crossref]

5. Apisitthimethee, S. (2021). Logistics service quality in B2C e-commerce from consumers’ perspective. TailieuGiaoTrinh.com. https://tailieugiaotrinh.com/logistics-service-quality-in-b2c-e-commerce-from-consumers-perspective-4700/ [Google Scholar] [Crossref]

6. Arabelen, G., & Kaya, H. T. (2021). Assessment of logistics service quality dimensions: A qualitative approach. Journal of Shipping and Trade, 6(1). https://doi.org/10.1186/s41072-021-00095-1‌ [Google Scholar] [Crossref]

7. Banerjee, N. (2022). A Study on Customers’ Attitude towards Online Shopping – An Indian Perspective. http://gnanaganga.inflibnet.ac.in:8080/jspui/handle/123456789/129 [Google Scholar] [Crossref]

8. Bhandari, P. (2022, May 15). Descriptive research design | Definition, methods & examples. Scribbr. https://www.scribbr.com/methodology/descriptive-research/ [Google Scholar] [Crossref]

9. Bhandari, P., & Nikolopoulou, K. (2020, July 3). What is a Likert scale? | guide & examples. Scribbr. https://www.scribbr.com/methodology/likert-scale/ [Google Scholar] [Crossref]

10. Bowersox, D. J., Closs, D. J., & Cooper, M. B. (2013). Supply chain logistics management (4th ed.). McGraw-Hill Education. [Google Scholar] [Crossref]

11. Bowersox, D. J., Closs, D. J., Cooper, M. B., & Bowersox, J. C. (2013). Supply chain logistics management (4th ed.). McGraw-Hill. [Google Scholar] [Crossref]

12. Chopra, S., & Meindl, P. (2019). Supply chain management: Strategy, planning, and operation (7th ed.). Pearson. [Google Scholar] [Crossref]

13. Christopher, M. (2016). Logistics & supply chain management (5th ed.). Pearson. [Google Scholar] [Crossref]

14. Cochran, W. G. (1977). Sampling techniques (3rd ed.). John Wiley & Sons. [Google Scholar] [Crossref]

15. Cotarelo, M., Calderón, H., & Fayos, T. (2021). A further approach in omnichannel LSQ, satisfaction and customer loyalty. International Journal of Retail & Distribution Management, 49(8), 1133–1153. [Google Scholar] [Crossref]

16. Dobosh, M. A. (2025). Survey: Demographic Questions. Sage Research Method. https://methods.sagepub.com/ency/edvol/ [Google Scholar] [Crossref]

17. Dündar, A. O., & Öztürk, R. (2020). THE EFFECT OF ON-TIME DELIVERY ON CUSTOMER SATISFACTION AND LOYALTY IN CHANNEL INTEGRATION. Business & Management Studies: An International Journal, 8(3), 2675–2693. https://doi.org/10.15295/bmij.v8i3.1520 [Google Scholar] [Crossref]

18. El Moussaoui, A. E., Benbba, B., & El Andaloussi, Z. (2022). Impact of logistics performance on the store image, consumer satisfaction and loyalty: a quantitative case study. Arab Gulf Journal of Scientific Research, 41(3). https://doi.org/10.1108/agjsr-09-2022-0201 [Google Scholar] [Crossref]

19. Etikan, I., Musa, S. A., & Alkassim, R. S. (2016). Comparison of convenience sampling and purposive sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1–4. https://doi.org/10.11648/j.ajtas.20160501.11 [Google Scholar] [Crossref]

20. Fox, S. (2025, July 23). How to determine survey sample size: A short guide. Survicate. https://survicate.com/blog/survey-sample-size/ [Google Scholar] [Crossref]

21. Ghoumrassi, A., & Tigu, G. (2017). (PDF) The impact of the logistics management in customer satisfaction. ResearchGate. https://www.researchgate.net/publication/319342843 [Google Scholar] [Crossref]

22. Gupta, Anchal & Singh, Rajesh & Mathiyazhagan, K. & Suri, Pradeep & Dwivedi, Yogesh. (2022). Exploring relationships between service quality dimensions and customers satisfaction: empirical study in context to Indian logistics service providers. The International Journal of Logistics Management. 34. 10.1108/IJLM-02-2022-0084. [Google Scholar] [Crossref]

23. G. Yoganandan, Vasan, M., & László Vértesy. (2024). Evaluating the effect of logistics service quality on customer satisfaction and loyalty. International Journal of Services and Operations Management, 47(4), 515–534. https://doi.org/10.1504/ijsom.2024.137991 [Google Scholar] [Crossref]

24. Hafez, L., Elakkad, E., & Gamil, M. (2021). A Study on the Impact of Logistics Service Quality on the Satisfaction and Loyalty of E-Shoppers in Egypt. Open Journal of Business and Management, 09(05), 2464–2478. https://doi.org/10.4236/ojbm.2021.95133 [Google Scholar] [Crossref]

25. Hazen, B. T., Overstreet, R. E., Hall, D. J., & Hanna, J. B. (2014). Antecedents to consumer perceptions of logistics-related customer service. Transportation Journal, 53(1), 5–22. https://doi.org/10.5325/transportationj.53.1.0005 [Google Scholar] [Crossref]

26. Henry, M. (2024, November 15). Likert Scale-best practices & use cases. InMoment. https://inmoment.com/blog/likert-scale/ [Google Scholar] [Crossref]

27. Hoque, M. N., Rahman, M. K., Said, J., Begum, F., & Hossain, M. M. (2022). What Factors Influence Customer Attitudes and Mindsets towards the Use of Services and Products of Islamic Banks in Bangladesh? Sustainability, 14(8), 4703. https://doi.org/10.3390/su14084703 [Google Scholar] [Crossref]

28. Hsu, C. L., Chang, K. C., & Chen, M. C. (2016). The impact of website quality on customer satisfaction and purchase intention in the e-commerce context. Total Quality Management & Business Excellence, 27(9-10), 1053–1071. https://doi.org/10.1080/14783363.2015.1057606 [Google Scholar] [Crossref]

29. Kaligis, J. N., Satmoko, N. D., Tahapary, G. H., Tawil, M. R., & Kusnadi, I. H. (2024). The Effect Of Timely Delivery On Customer Satisfaction With Service Quality As A Moderating Variable. Innovative: Journal of Social Science Research, 4(2), 4484–4493. https://doi.org/10.31004/innovative.v4i2.9917 [Google Scholar] [Crossref]

30. Kuphanga, D. (2024, March). Questionnaires in Research: Their Role Advantages https://www.researchgate.net/publication/378868278_Questionnaires_in_Research_Their_Role_Advantages_and_Main_Aspects [Google Scholar] [Crossref]

31. Janse, B. (2024, July 9). Respondents definition, meaning and recruitment – Toolshero. https://www.toolshero.com/research/respondents/ [Google Scholar] [Crossref]

32. Kotler, P., & Keller, K. L. (2020). Marketing management (16th ed.). Pearson. [Google Scholar] [Crossref]

33. Liu, Y., & Lee, J. (2019). The effect of logistics service quality on customer loyalty in e-commerce: A mediating role of perceived control. Journal of Retailing and Consumer Services, 50, 50–57. https://doi.org/10.1016/j.jretconser.2019.04.004 [Google Scholar] [Crossref]

34. McCombes, S. (2023, June 15). Descriptive research design | Definition, methods & examples. Scribbr. https://www.scribbr.com/methodology/descriptive-research/ [Google Scholar] [Crossref]

35. Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390 [Google Scholar] [Crossref]

36. Mohammed, I., & Mandal, J. (2024). The Impact of Lead Time Variability on Supply Chain Management. International Journal of Supply Chain Management, 8(2), 41–55. https://doi.org/10.47604/ijscm.3075 [Google Scholar] [Crossref]

37. Nguyen, T. H., Ngo, L. V., & Ruël, H. (2019). Logistics service quality: A critical review and research agenda. The International Journal of Logistics Management, 30(1), 233–256. https://doi.org/10.1108/IJLM-01-2018-001 [Google Scholar] [Crossref]

38. Nguyen, T. H., Ngo, L. V., & Ruël, H. (2019). Logistics service quality: A critical review and research agenda. The International Journal of Logistics Management, 30(1), 233–256. https://doi.org/10.1108/IJLM-01-2018-0018 [Google Scholar] [Crossref]

39. Nguyen, T. H., Nguyen, N. H., & Tran, M. D. (2019). The impact of logistics service quality on customer satisfaction and loyalty: Evidence from Vietnamese e-commerce. Journal of Asian Finance, Economics and Business, 6(3), 259–268. https://doi.org/10.13106/jafeb.2019.vol6.no3.259 [Google Scholar] [Crossref]

40. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. [Google Scholar] [Crossref]

41. Peeraya, T., & Sawat, W. (2023). The relationship between air travel service quality and factors of the theory of planned behavior: Evidence from low-cost airlines in Thailand. Sustainability, 15(11), 8839. https://doi.org/10.3390/su15118839 [Google Scholar] [Crossref]

42. Petrat, P. (2024, October 21). What is a questionnaire: Types of questionnaires in Research. Cint. https://www.cint.com/blog/ [Google Scholar] [Crossref]

43. Raišys, S. J. (2022). METHODOLOGICAL ASPECTS OF CUSTOMER SATISFACTION SURVEYS: HOW IMPORTANT ARE RESPONDENT SELECTION CRITERIA? Social Transformations in Contemporary Society, 10(ISSN 2345-0126). [Google Scholar] [Crossref]

44. Rashid, Aamir & Rasheed, Dr. (2024). Logistics Service Quality and Product Satisfaction in E-Commerce. SAGE Open. 14. 10.1177/21582440231224250. [Google Scholar] [Crossref]

45. Riley, J. M., & Klein, R. (2019). How logistics capabilities offered by retailers influence millennials’ online purchasing attitudes and intentions. Young Consumers, ahead-of-print(ahead-of-print). https://doi.org/10.1108/yc-12-2018-0889 [Google Scholar] [Crossref]

46. Siedlecki, S. L. (2020). Understanding descriptive research designs. Clinical Nurse Specialist, 34(1), 8–12. https://doi.org/10.1097/NUR.0000000000000493 [Google Scholar] [Crossref]

47. Taherdoost, H. (2022, April). Designing a Questionnaire for a Research Paper: A Comprehensive Guide to Design and Develop an Effective Questionnaire. [Google Scholar] [Crossref]

48. Taherdoost, H. (2022). Sampling methods in research methodology: How to choose a sampling technique for research. International Journal of Academic Research in Management (IJARM), 11(1), 1–16. https://doi.org/10.2139/ssrn.3224205 [Google Scholar] [Crossref]

49. Wang, Y., Zhang, Y., & Wang, L. (2020). Logistics service quality and customer satisfaction in online shopping: The mediating role of perceived control. Electronic Commerce Research and Applications, 39, 100920. https://doi.org/10.1016/j.elerap.2019.100920 [Google Scholar] [Crossref]

50. Williams, K. (2025, April 29). What are questionnaires? Benefits, types, and examples. SurveySparrow. https://surveysparrow.com/blog/questionnaires/ [Google Scholar] [Crossref]

51. Yuen, K. F., Wang, X., & Wong, Y. D. (2018). The determinants of customers’ intention to use smart logistics services: A study of e-commerce in China. Transport Policy, 66, 67–76. https://doi.org/10.1016/j.tranpol.2018.03.001 [Google Scholar] [Crossref]

52. Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85. https://doi.org/10.1177/0092070300281007 [Google Scholar] [Crossref]

• Empowering SME Performance Through Social Media: The Mediating Role of Entrepreneurial Orientation in Malaysian Manufacturing SMEs
• Effective School Bullying Prevention Strategies: A Thematic Review
• Impact of Workplace Conflict on the Operational Performance of Deposit Money Banks in Enugu State.
• Towards Digital Financial Solutions: A Conceptual Model of SME Strategies and Strategic Development
• Effect of Work-Life Balance and Affective Commitment on Employee Performance in the Hotel Industry in Plateau State