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@article{185069,
        author = {H K Mohan and Dr. Christopher Raj D},
        title = {Comparative Study of Logistics Service Quality: A Study on Delhivery and Blue Dart in the major cities of Karnataka State, India},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {5},
        pages = {318-327},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=185069},
        abstract = {The logistics sector in India has become a pivotal driver of economic growth, competitiveness, and customer satisfaction, particularly in the e-commerce and B2B sectors. Despite its rapid expansion, the industry faces challenges such as high operational costs, infrastructure gaps, and fragmented service delivery. Within this context, service quality has emerged as a critical determinant of customer satisfaction and loyalty. This study presents a comparative analysis of two leading logistics providers Delhivery, a technology-driven entrant, and Blue Dart, a legacy firm with a strong physical network in major cities of Karnataka. Using the SERVQUAL framework, data were collected from 300 respondents across six urban centers (Bangalore, Belagavi, Hubli, Mangalore, Ballari, and Shimoga). Descriptive statistics, t-tests, ANOVA, and regression analysis were employed to examine customer perceptions of service quality across five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Findings reveal no statistically significant difference in overall customer satisfaction between Delhivery and Blue Dart, though city-level variations are evident, with urban hubs reporting higher satisfaction than smaller cities. Assurance and reliability emerged as slightly more influential predictors of satisfaction and loyalty. The study concludes that both logistics providers meet baseline service expectations but must adopt city-specific strategies and strengthen service quality dimensions to address regional disparities. The research contributes to literature by highlighting the comparative dynamics of tech-driven versus legacy models and offers actionable recommendations for managers, policymakers, and e-commerce stakeholders seeking to enhance logistics service quality in India’s evolving market.},
        keywords = {Logistics service quality, Customer satisfaction, Delhivery, Blue Dart, SERVQUAL, E-commerce logistics, Karnataka, Reliability, Responsiveness, Assurance, Empathy, Tangibles},
        month = {October},
        }