Impact of Delivery Speed on E-Commerce Customer Loyalty

Abstract

The exponential growth of e-commerce has intensified competition among online retailers, making delivery speed a crucial differentiator. This research investigates the impact of delivery speed on customer loyalty within the e-commerce ecosystem. Drawing upon Expectation-Confirmation Theory and Service Quality models, this study conceptualizes delivery speed as a key determinant of satisfaction, trust, repurchase intention, and brand advocacy. Using a structured literature synthesis and a proposed empirical framework, the study establishes that faster and reliable delivery significantly enhances perceived value and emotional attachment toward e-commerce brands. The paper contributes to logistics management literature by integrating last-mile delivery speed with loyalty outcomes and provides managerial implications for platform strategy, supply chain optimization, and digital brand positioning