Impact of Logistics Service Quality on Customer Behavior in Cabiao, Nueva Ecija

Abstract

This research study aimed to determine the impact of logistics service quality on customer behavior in Cabiao, Nueva Ecija. It specifically aimed to determine the respondents’ level of agreement with the timeliness, quality, and availability of logistics services as well as how these variables affect customer behavior based on attitude, subjective norm, and perceived behavioral control. The study also examined whether there is a significant relationship between logistics service quality and customer behavior. A descriptive research method was used, and data were collected using a researcher-made questionnaire administered to 100 respondents who actively use logistics services, either for e-commerce shopping, personal use, or business transactions.
The findings showed that most respondents agreed that the logistics services were reliable, especially in terms of availability. Among the variables, the ability of logistics providers to offer on-demand delivery, flexible scheduling, and broad delivery coverage was rated the highest. The results showed a significant relationship between logistics service quality and customer behavior, indicating that improvements in service quality may lead to positive customer attitudes, stronger social influence, and greater perceived control over logistics-related decisions. These findings suggest that logistics companies must prioritize consistent, accessible, and customer-centered services to enhance customer satisfaction and loyalty. The results of this study may serve as a reference for logistics providers, online businesses, and other stakeholders in developing strategies that address customer expectations and improve overall service performance.