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Wacana, Jurnal Sosial dan Humaniora
Published by Universitas Brawijaya
ISSN : 14110199     EISSN : 23381884     DOI : https://doi.org/10.21776/ub.wacana
Core Subject : Economy, Humanities, Social,
Humanities Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences
This journal has a focus on inter and multidisciplinary studies of social sciences and humanities. The scope is the socio-cultural phenomenon, the history, and transformation of society, changes, and stagnation of socio-political institutions, actor orientation, and behavior, the performance of political regimes and socio-economic structures. The scope is not limited by state, nation, temporal duration, certain ideas, and narrow beliefs. This journal is open to various approaches, theories, methodologies, research methods carried out by scientists, academics, researchers and practitioners in the fields and disciplines: economics, social, political science, government studies, international relations, sociology, anthropology, demography, history, religious and cultural studies, philosophy of science, communication science, and development studies.
Arjuna Subject : Ilmu Sosial - Ilmu Sosial (Lain-Lain)
Articles 501 Documents
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The Interplay between Logistic Services and Customer Satisfaction in e-services: A Case Study Eltigani, Mohammed; Abdullah M. Al-Ansi
Wacana Journal of Social and Humanity Studies Vol. 29 No. 2 (2026): WACANA, Jurnal Sosial dan Humaniora
Publisher : Graduate School Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.wacana.2026.029.02.06

Abstract

Objective: The aim of this case study is to investigate the role of logistic services in customer satisfaction. The logistics services were investigated under three dimensions including delivery time, product availability and technical issues while customer satisfaction was investigated in four dimensions including product quality, communication, order accuracy and product price. Design/Methods/Approach: The data was collected through online survey of e-shoppers from Lulu Hypermarket in Oman to fill the questionnaire. Also, interviews with some e-shoppers were conducted to understand their perspectives and satisfaction regarding e-services. The sample consists of 100 individuals who participated in this case study voluntarily. Data was analyzed using SPSS through descriptive statistics, correlation and regression analysis. Findings: The level of both logistic services and customer satisfaction in Lulu Hypermarket was high based on the means of the case study participants. Furthermore, the results illustrated that logistic services dimensions have positive and significant influence on customer satisfaction with (0.586, 0.214 and 0.109) respectively. Originality/Value: This case study highlights the role and importance of appropriate logistics in enhancing customer satisfaction especially in online shopping. Practical/Policy implication: By understanding the relationship between logistics services and customer satisfaction, the management at Lulu can identify opportunities for improvement and devise effective strategies to enhance the overall shopping experience for their customers.   Keywords:  Customer Satisfaction; Case Study; E-Services; Logistic Services; Lulu Hypermarket JEL Classification:             L81; M31; L87  

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