THE IMPACT OF LOGISTICS DISTRIBUTION ON THE E-COMMERCE CUSTOMER EXPERIENCE: A BIBLIOGRAPHIC REVIEW

Abstract

This study aims to analyze the impact of logistics distribution efficiency on the e-commerce customer experience, seeking to understand how factors such as delivery time, traceability, and order accuracy influence consumer satisfaction and loyalty. To this end, a descriptive, qualitative literature review was conducted, based on the analysis of scientific articles and studies regarding logistics and e-commerce. Furthermore, the study mapped key logistics processes—such as warehousing, order processing, transportation, and monitoring—and identified performance indicators related to distribution efficiency, reliability, and quality. The results demonstrate that logistics efficiency directly influences the perception of service quality and consumer satisfaction. Key factors identified include adherence to delivery deadlines, order accuracy, and the availability of tracking information, all of which contribute to building consumer trust and ensuring a more satisfying shopping experience. The study concludes that the integration of logistics processes, combined with the use of monitoring technologies and efficient performance indicator management, contributes to improving the customer experience and strengthening the competitiveness of e-commerce companies.