Customer Satisfaction towards Online Service in Warehousing

M. Shyam Sekhar; J. Aju; S Pravin Kumar

doi:10.34293/sijash.v13iS1-Feb.10106

M. Shyam Sekhar III BBA Logistics, Department of Business Administration (Logistics and Aviation Management), Nehru Arts and Science College (Autonomous), Coimbatore
J. Aju III BBA Logistics, Department of Business Administration (Logistics and Aviation Management), Nehru Arts and Science College (Autonomous), Coimbatore
S Pravin Kumar Assistant Professor Department of Business Administration (Logistics and Aviation Management), Nehru Arts and Science College (Autonomous), Coimbatore

DOI: https://doi.org/10.34293/sijash.v13iS1-Feb.10106

Abstract

The rapid transformation of the logistics sector through digital technology has significantly influenced warehousing operations. Online services in warehousing, supported by Warehouse Management Systems (WMS), cloud computing, automation, and integrated supply chain platforms, have improved operational efficiency and transparency. Customer satisfaction has become a crucial indicator in evaluating the effectiveness of these digital services. This study examines customer satisfaction towards online warehousing services by analyzing system reliability, information accuracy, service responsiveness, security, and integration capabilities. The study adopts a descriptive research design using both primary and secondary data. The findings indicate that real-time tracking, user-friendly systems, and secure digital platforms significantly enhance customer satisfaction, loyalty, and competitive advantage. Keywords: Customer Satisfaction, Online Warehousing, Warehouse Management System (WMS), Digital Logistics, E-Service Quality, Supply Chain Management