An approach to evaluate customer satisfaction and loyalty using soft skills and logistics factors

• Published in: 2022 IEEE International Conference on e-Business Engineering (ICEBE) pp. 171 - 177
• Main Authors: Faed, Alireza, Hussain, Omar.K
• Format: Conference Proceeding
• Language: English
• Published: IEEE 01.10.2022
• Subjects: Analysis of variance; Correlation; Customer loyalty; Customer satisfaction; Emotional intelligence; Industries; Leadership; Logistics; Productivity; Soft skills; Surveys
• DOI: 10.1109/ICEBE55470.2022.00038

In this paper, we mainly focused on the most significant elements applied to enhance productivity regarding satisfaction and loyalty of the customers, especially in the field logistics industry. The current manuscript thinks outside the box, defines and reviews the critical concepts, and tests models to evaluate the relationship among the elements with customer satisfaction and loyalty in the logistics industry. In this study, we concluded that soft skills and their elements are paramount to customer satisfaction and loyalty of existing and future customers. Also, logistics elements and their influence on customer satisfaction and loyalty will be discussed throughout the paper. To elicit feedback from our respondents, we benefited from survey questionnaires that the results obtained from 100 participants. We then utilized correlation, regression, and ANOVA to test the assumptions and conduct quantitative analysis. The factors of leadership, emotional intelligence, performance, and logistics on the concepts of customer satisfaction and loyalty were evaluated and analyzed to understand how each of these prudent elements may influence customer satisfaction and loyalty so that we can have a core competency. The findings depict a harmonious correlation between soft skills and customer satisfaction and loyalty, but there was not enough correlation between logistics and loyalty. In addition, we noted that the factors mentioned earlier are positively associated with customer satisfaction and loyalty.