Identification of Key Factors Affecting Logistics Service Quality of Cross-border E-commerce

Purpose The purpose of this paper is to focus on consumers’ behaviours in a new trend of grocery retailing, called the drive-through format. It investigates the influence of logistics service quality and product quality (freshness of the product and the product in general) on consumers’ reactions (satisfaction, average basket expenditure and shopping frequency) through the mediation of satisfaction. This work also examines whether convenience moderates the relation between perceived quality and consumer satisfaction. Design/methodology/approach This study tests these relationships with both path and structural models using a data set of grocery drive-throughs in France, gathered during 2015–2016. To confirm the validity of each construct, this paper has based and purified variables using various scales established in previous studies by conducting exploratory and confirmatory analysis. Findings Logistics service quality and perceived product are effective drivers of consumer satisfaction. As well, the results reveal a positive relationship between quality perceptions and behaviour (average basket expenditure and shopping frequency) through the mediating function of consumer (overall) satisfaction. Thus, the findings indicate that the positive effects of the interaction terms between convenience and both the perceived quality of service and the perceived quality of fresh products on satisfaction can lead to a higher purchase incidence in drive-throughs. However, the degree of consumer convenience does not alter the influence of product quality in general with regard to the formation of satisfaction in connection with drive-throughs. Originality/value Despite the growth of the drive-through format, few studies have investigated customer satisfaction within grocery retailing, nor its consequences and drivers, especially logistics service quality.

Download Full-text

Measurement of logistics service quality of e-commerce

International Journal of Logistics Systems and Management ◽

10.1504/ijlsm.2020.109668 ◽

2020 ◽

Vol 37 (1) ◽

pp. 1

Author(s):

Djalma Silva Guimaraes Junior ◽

Carlos Henrique Michels De Sant' ◽

N.A. anna ◽

Eduardo José Oenning Soares ◽

Fagner José Coutinho De Melo ◽

...

Keyword(s):

Service Quality ◽

Logistics Service ◽

Logistics Service Quality

Download Full-text

The Role of Technology Level and Logistics Performance on the Relationship Between Logistics Service Quality and Firm Performance

Handbook of Research on Sustainable Supply Chain Management for the Global Economy - Advances in Logistics, Operations, and Management Science ◽

10.4018/978-1-7998-4601-7.ch006 ◽

2020 ◽

pp. 107-135

Author(s):

Özgür Kayapınar ◽

Fatma Lorcu

Keyword(s):

Factor Analysis ◽

Firm Performance ◽

Service Quality ◽

Logistics Service ◽

Logistic Service ◽

Logistics Service Quality ◽

Technology Level ◽

The Relationship

The main purpose of this study is to examine the relationship between logistics service quality, logistics performance, firm performance, and technology. Survey data, which was collected from 572 industrial consumers operating in Turkey by stratified sampling method, were analyzed and compared by factor analysis and SEM. According to the results of the analysis, the data indicate that the quality of logistic service affects logistic performance and firm performance positively and directly. Also, it is clear from the results that the mediation role of logistic performance and its indirect impact are important in the effect of logistic service quality on firm performance. In the effect of the quality of logistic performance on firm performance, the role of technology in moderation is understood. It is also stated that when the moderation role of technology in the logistic service quality affects firm performance, logistic performance has also the mediation role.

Download Full-text

Logistics Service Quality of Online Shopping Websites During Covid-19 Pandemic

10.1007/978-3-030-90421-0_62 ◽

2021 ◽

pp. 725-734

Author(s):

İlayda Gezer ◽

Hasancan Erduran ◽

Alper Kayıhan ◽

Burak Çetiner ◽

Pervin Ersoy

Keyword(s):

Service Quality ◽

Online Shopping ◽

Logistics Service ◽

Logistics Service Quality

Download Full-text