Improving operational efficiency and customer experience in logistics: A case study in a logistics company
DOI:
https://doi.org/10.15282/ijim.20.3.2026.12437Keywords:
Operational Improvement, Customer Satisfaction, Logistic, Crowd Logistic, Case StudyAbstract
This study explores the effect of automation technology on the level of service quality and customer satisfaction in the logistics industry. A case study method was employed to investigate the problems faced by a logistics company in terms of operational and service efficiency and how the integration of an automated scanning and sorting system can streamline these issues. The findings indicate that the proposed automated system facilitates parcel handling, reduces mistakes and costs, and improves employees’ well-being. In addition, automation enables the logistics company to cater to the growing needs of its customers, thereby ensuring service reliability and customer satisfaction and loyalty. These findings underscore the importance of automation to the logistics industry and its potential in fostering greater customer loyalty, enhanced competitive position, and long-term business sustainability.
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