A Study on Consumer Satisfaction Over Cold Chain Logistics on Daily Essentials in Chennai, India

Abstract

This‍‌‍‍‌‍‌‍‍‌ research is focused on identifying the factors that influence consumer satisfaction with cold chain logistics services for essential goods in Chennai. Particularly, the study is centered around three variables awareness, timeliness, and product quality, and to what extent these variables largely affect consumer satisfaction. The research used a quantitative research approach. The collected data was obtained with the help of a structured questionnaire administered to consumers who have availed cold-chain delivery services. To find out the degree and significance of the relationships between the variables, the researchers performed various statistical analyses, like factor analysis, reliability testing, correlation, multiple regression, and ANOVA, using SPSS. The results show that consumer awareness and timeliness of the service have a positive and significant impact on consumer satisfaction, whereas product quality has no meaningful effect. These findings signal that service reliability and consumer knowledge are becoming the key factors driving satisfaction in the cold-chain logistics sector in Chennai. This research offers numerous takeaways for logistics companies and retailers to ramp up their communication, delivery efficiency, and customer experience. Besides, it is a steppingstone to the existing body of knowledge and an invitation to explore more on cold-chain service performance and consumer ‍‌‍‍‌‍‌‍‍‌behavior.