Digitalization and Logistics Management as Determinants of Satisfaction in the Commercial Relationship

Piero Andre Mori Bendezu; Kerwin José Chávez Vera · Minerva (2026) · DOI: 10.47460/minerva.v7i19.296

Resumen

Digitalization has become a key factor in improving operational coordination and strengthening commercial relationships between suppliers and customers. This study analyzes its influence on service satisfaction and the continuity of the commercial relationship, considering the mediating role of logistics management. A quantitative research design was conducted in service establishments in Lima through surveys administered to those responsible for operational and commercial processes. The data were analyzed using partial least squares structural equation modeling. The results show that digitalization strengthens logistics management, improves service perception, and fosters stable relationships.

Instituciones: Universidad San Ignacio de Loyola