The Effect of Delivery Logistics on E-Commerce Customer Satisfaction: A Literature Review

Abstract

The rapid growth of e-commerce has made delivery logistics
a crucial determinant of customer satisfaction, yet questions
remain about which logistics dimensions most strongly
influence consumer perceptions and loyalty. This study
applies a systematic literature review to synthesize peerreviewed
research on the role of delivery speed, reliability,
visibility, flexibility, and sustainability in shaping satisfaction
outcomes. Data were gathered from leading academic
databases and analyzed thematically to identify recurring
patterns and gaps in the literature. The discussion integrates
insights from diverse contexts to evaluate how logistical
performance translates into trust, convenience, and longterm
loyalty, while also highlighting the impact of
technological innovations and sustainability initiatives. The
findings reveal that reliability and visibility are more
influential than speed alone, flexibility enhances
convenience, and sustainability strengthens brand
perception. The study concludes that delivery logistics
functions not only as an operational activity but as a
strategic driver of customer experience in e-commerce.