The factors affecting the success of e-logistic on customer perception in Malaysia

Baharin, Aina Nadirah (2023) The factors affecting the success of e-logistic on customer perception in Malaysia. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

E-commerce in Malaysia was steady but counter various problems in the logistics industry. Malaysia lacks in terms of logistics industry compared to developing countries such as China, Vietnam, and India. The problem lack of availability of modern logistics facility and technology adoption will make dissatisfaction higher among the customers. The use of e-logistics on organization provides benefit such as increase customer response, enhance efficiency, and reduce cost. E-logistic can describe as a data, hardware, software, and information rules-based system that automates logistics processes like fulfilments, warehousing, and transportation of goods while also providing data integration, visibility, optimization, and data tracking of supply chain management from beginning to end. In this research, the researcher intended to study on factors affecting the success of e-logistic. The factors such as customer satisfaction, technology infrastructure, flexibility of e-logistic and staff service quality. Furthermore, descriptive and explanatory studies are applied in this study. This study conducted using quantitative method. Primary data will obtain using survey by distributing questionnaire to the public who experience using e- logistic. Besides, probability sampling will be applied for selecting 384 respondents. Pilot test, reliability analysis will be done to ensure the consistency of the data. In addition, the results obtained from respondents will be analyzed using Statistical Package for Social Sciences (SPSS). Descriptive statistics, Pearson’s correlation coefficient and multiple regression analysis are used to test hypothesis developed by the researcher. From the result, customer satisfaction, technology infrastructure, flexibility of e-logistic and staff service quality has significant factor affecting the success of e-logistic. While the most significant factor to the success of e-logistic based on the result is flexibility of e-logistic. In future research, the researchers can use the proposed new conceptual framework to carry out the study or add other variables for the study.

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