Online retailer cold chain physical distribution service quality and consumers: evidence from China during the COVID-19 pandemic

With the development of e-commerce, online shopping for agricultural products has been more popular. And how to improve consumer's satisfaction has become more important. Literature review shows that few researches on online purchasing agricultural food focus on the consumers' satisfaction. This article designs a questionnaire, including 20 factors based on agricultural product characteristics, website quality and service quality to evaluate consumers' satisfaction. The evaluation shows that service quality, agricultural products' safety, brand and website quality significantly impact consumer satisfaction. Moreover, service quality is the most important factor. Finally, some recommendations are made in this article to develop cold chain logistics system, strictly control the agricultural products quality, build an agricultural products brand, improve the quality of agricultural product websites and strengthen policy control and guidance.

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Developing a framework for measuring physical distribution service quality of multi‐channel and “pure player” internet retailers

International Journal of Retail & Distribution Management ◽

10.1108/09590550610660233 ◽

2006 ◽

Vol 34 (4/5) ◽

pp. 278-289 ◽

Cited By ~ 40

Author(s):

Yuan Xing ◽

David B. Grant

Keyword(s):

Service Quality ◽

Physical Distribution

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The influence of e-relationship quality and e-service quality on customer loyalty in the context of Flipkart online retailer services

Journal of Customer Behaviour ◽

10.1362/147539218x15333820725155 ◽

2018 ◽

Vol 17 (1) ◽

pp. 121-137

Author(s):

Balakrishnan Menon

Keyword(s):

Service Quality ◽

Relationship Quality ◽

Customer Loyalty ◽

Online Retailer

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Measuring Physical Distribution Service Quality

Journal of the Academy of Marketing Science ◽

10.1177/0092070397251004 ◽

1996 ◽

Vol 25 (1) ◽

pp. 31-44 ◽

Cited By ~ 22

Author(s):

C. C. Bienstock ◽

J. T. Mentzer ◽

M. M. Bird

Keyword(s):

Service Quality ◽

Physical Distribution

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STRATEGI LAYANAN DISTRIBUSI DENGAN PENDEKATAN PHYSICAL DISTRIBUTION SERVICE QUALITY (PDSQ) DAN SWOT PADA PELANGGAN PT XYZ

JUMINTEN ◽

10.33005/juminten.v1i6.158 ◽

2020 ◽

Vol 1 (6) ◽

pp. 85-96

Author(s):

Mochammad Zakie Rachmadiansyah ◽

Didi Samanhudi

Keyword(s):

Service Quality ◽

Physical Distribution

PT.XYZ merupakan salah satu usaha yang bergerak dalam bidang pelayanan distirbusi. PT. XYZ merupakan distributor solar industri. Permasalahan yang dihadapi oleh PT. XYZ adalah adanya keluhan mengenai keterlambatan pendistribusian serta belum maksimalnya strategi yang diterapkan oleh perusahaan. Berdasarkan permasalahan yang terjadi digunakanlah metode Physical Distribution Service Quality (PDSQ) dan SWOT. Metode PDSQ digunakan untuk mengukur tingkatan kepuasan pelanggan sedangka SWOT digunakan untuk merumuskan strategi pemasaran yang akan diterapkan oleh perusahaan. Hasil pengolahan data didapatkan nilai Indeks Kepuasan Pelanggan sebesar 1,02 menyatakan bahwa pelanggan sangat puas akan pelayanan distribusi yang diberikan oleh perusahaan. Dari hasil analisa SWOT didapatkan strategi ST (Strength dan Threats) yang berisikan mempertahankan harga, mengambil keuntungan yang kecil saat harga minyak tinggi, memperluas jaringan perusahaan,dan lebih sering melakukan kunjungan kepada pelanggan. Kata Kunci : Kualitas Layanan Distribusi Fisik, Kepuasan Pelanggan, SWOT, Strategi Pemasaran.

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