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Logistics services are closely connected with customer’s satisfaction in e-commerce environment and logistics processes management significantly influences e-customer service quality. The development of online channels is connected with a similar evolution of companies’ logistics systems. The paper aims to identify the factors that influence e-customer satisfaction related with Logistic Service Quality (LSQ) from B2C perspective. The paper identifies and analyzes the most common models and methods for measuring e-service quality applied in B2C e-commerce. A literature review is primarily used to determine the conceptual model and to develop the measurement scales. Data were collected through online questionnaire survey conducted among Polish customers. This paper provides empirical results as regards the impact of LSQ and its elements as potential drivers for customer satisfaction from the B2C perspective in Poland. Statistical analysis was used to analyze the collected data and test the proposed research hypotheses. The results revealed that all the operational dimensions of LSQ evaluated in the study influenced customers’ satisfaction in e-commerce. The results indicate that e-service quality, website features and logistics service quality are strongly connected with customer satisfaction. The research results show that e-retailers should not only focus on e-service quality, but also take into consideration the logistics service quality. The study recommends that the determinants identified in this research are employed by e-commerce companies, which will improve quality of their logistic processes and aid them in serving their customers effectively.

Keywords: Logistics Service Quality (LSQ), e-commerce, e-service quality, consumer satisfaction, business to consumer (B2C)

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