Volume 2 - Issue 4, July - August 2026

This study examines the factors influencing customer satisfaction in the logistics industry, focusing specifically on service quality, technology adoption, and pricing/transportation cost. As online shopping and digital trade continue to expand in India, logistics companies face growing pressure to deliver goods in a timely, accurate, and cost-effective manner, and understanding what drives customer satisfaction has become essential to the sustainability of the sector. A quantitative, descriptive research design was adopted, and primary data were gathered through a structured questionnaire administered to customers with prior experience of logistics or courier services. A total of 150 valid responses were obtained through convenience sampling and analysed using IBM SPSS Statistics, applying frequency analysis, reliability testing, Pearson correlation, and multiple linear regression. All constructs recorded a Cronbach's alpha above the 0.70 threshold, confirming the reliability of the measurement scales, and Pearson correlation revealed statistically significant positive relationships among service quality, technology adoption, pricing, and customer satisfaction. However, the regression model, which jointly explained 39.7 percent of the variance in customer satisfaction (R = .630, R Square = .397, Adjusted R Square = .385), showed that service quality was the only statistically significant unique predictor of customer satisfaction (Beta = .612, p < .001), while technology adoption (Beta = .114, p = .174) and transportation cost (Beta = -.083, p = .346) did not have a statistically significant independent effect once the other variables were controlled for. These findings suggest that, although technology and pricing correlate positively with satisfaction, customers place the greatest weight on reliable, accurate, and well-communicated service delivery rather than on cost or digital features alone. The study lends empirical support to the applicability of the SERVQUAL framework within the Indian logistics context and offers practical recommendations for logistics companies to prioritise service excellence, treat technology as a supporting rather than a differentiating factor, and adopt transparent, value-based pricing strategies to strengthen customer satisfaction and long-term loyalty.

Sridhar S, Dr.N.Nirmala Devi,"Factors Influencing Customer Satisfaction in the Logistics Industry" International Journal of Advanced Multidisciplinary Research and Educational Development, V2(4): Page(141-151) July - August 2026. ISSN: 3107-6513. www.ijamred.com. Published by Scientific and Academic Research Publishing.