Examining In-Store Logistical Dimensions on Customer Satisfaction: A Study of the Cargills Supermarket Chain in the Colombo District, Sri Lank

This study investigates how in-store logistical dimensions influence customer satisfaction within the Supermarket Chain, using the Cargills Supermarket Colombo District, Sri Lanka as the empirical setting. Retail supermarkets play a significant role in meeting customers’ needs, with logistical efficiency influencing customer satisfaction. Although retail logistics serves a major role in shaping customer satisfaction, empirical research evaluating the relationship between in-store logistical dimensions with customer satisfactions within the Sri Lankan settings remains limited. Following a quantitative research approach, study gathered primary data through a structured questionnaire from a sample of 239. Study analyses four factors: product availability, convenient location, inventory management, retailing service quality, and their impact on customer satisfaction through multiple regression in SPSS. Results disclosed that inventory management has the strongest positive impact, the findings provide empirical ideas to managerial participants in retailing, to perceive how to move forward with creating more demanding customer value, in Sri Lanka. Practical solutions focusing on investing in real-time stock and strategic location planning to improve service efficiency.