Psychometric and Predictive Analysis of Logistic Service Performance on Consumer Satisfaction Among Peruvian Adults

Arlet Huacaychuco Torre N.; Benjamín Atanacio Silverio E.; Juan Espinoza Casco R. · Psiquemag (2025) · DOI: 10.18050/psiquemag.v14i2.4013

Resumen

This study analyzed the influence of logistic service performance on consumer satisfaction among Peruvian adults using natural gas installation services. A quantitative, correlational, and predictive design was applied with a non-probabilistic sample of 180 consumers. Two validated measurement instruments were used—a Logistic Service Performance Perception Scale and a Consumer Satisfaction Scale—showing high internal reliability (α =.87 and α =.92, respectively). Psychometric analyses using the WLSMV estimator demonstrated satisfactory factorial validity and model fit indices. Linear regression results revealed that logistic service performance perception explains 56.4% of the variance in consumer satisfaction (R² =.564, p <.001), confirming its significant predictive capacity. At the dimensional level, logistic costs (β =.142, p =.038), resource utilization (β =.397, p <.001), and service quality (β =.315, p <.001) showed positive effects, with efficient resource management emerging as the strongest predictor. These findings support the Expectation Confirmation Theory and emphasize that optimizing logistic processes enhances not only operational efficiency but also perceived value among customers. The study concludes that effective and consumer-oriented logistic management strengthens satisfaction and loyalty, contributing to greater competitiveness in the Peruvian business context.

Instituciones: Universidad Tecnológica del Perú