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Modelling on E-Service Quality and Green Logistics Consumer Satisfaction
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Author(s): Alok Jain (10mind.ai, USA), Pradeep Verma (Amity University, India), Vijayshri Khedkar (Symbiosis Institute of Technology, Symbiosis International University, Pune, India), P. William (Sanjivani College of Engineering, Kopargaon, India), Abhishek Badholia (Shri Shankaracharya Institute of Professional Management and Technology, Raipur, India)and Gurpreet Singh Chhabra (GITAM School of Technology, GITAM University, India)
Copyright: 2025
Pages: 16
Source title:
Advancing Social Equity Through Accessible Green Innovation
Source Author(s)/Editor(s): P. William (Sanjivani College of Engineering, India)and Shrikaant Kulkarni (Sanjivani University, India & Victorian Institute of Technology, Australia)
DOI: 10.4018/979-8-3693-9471-7.ch028
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Abstract
This study examines the interplay between e-service quality, green logistics, and consumer satisfaction in the e-grocery sector. With the rapid growth of online grocery shopping, understanding the factors that drive consumer satisfaction is crucial. This paper explores how the quality of electronic services and the adoption of sustainable logistics practices influence consumer perceptions and behaviors. Using a mixed-method approach, the research assesses the impact of website functionality, delivery efficiency, and environmentally friendly practices on consumer loyalty and satisfaction. The findings highlight the significant roles of e-service quality and green logistics in enhancing consumer satisfaction, providing actionable insights for businesses to optimize their online services and logistics strategies.
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