An Empirical Study on the Relationship between Logistics Service Quality and Customer Satisfaction of On-line Shopping in China

2008 ◽  
Vol 9 (4) ◽  
pp. 267-288 ◽  
Author(s):  
Suk-Ki Hong ◽  
리용차오
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Logistics Service ◽  
On Line ◽  
Logistics Service Quality ◽  
The Relationship

Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach

2020 ◽  
Vol 33 (1) ◽  
pp. 125-140 ◽  
Author(s):  
Barbara Gaudenzi ◽  
Ilenia Confente ◽  
Ivan Russo
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Qualitative Comparative Analysis ◽  
Content Type ◽  
Logistics Service ◽  
B2b Relationships ◽  
Logistics Service Quality

PurposeThis study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and (2) to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction.Design/methodology/approachData collected through a survey of a sample of Italian food companies are analysed using a qualitative comparative analysis approach. The analysis explores ways of achieving customer satisfaction through different combinations of LSQ dimensions and not only via a “single recipe,” as in most symmetrical methods.FindingsThe study describes how seven dimensions of LSQ lead to achieve customer satisfaction, particularly highlighting and discussing how the different LSQ constructs lead to gain high customer satisfaction via different configurations. This approach is unique in identifying not only linear relationships among variables as traditional statistical methods do, via a configurational approach.Research limitations/implicationsMost academic studies in the related literature investigate service quality from a quality management and a supply chain management perspective. This study fills the existing gap in the analysis of B2B relationships, focusing on the role of third-party logistics (3PL) service providers.Practical implicationsThe study presents useful implications for practitioners, describing several ways in which 3PL service providers can combine LSQ dimensions to perform a continuous improvement of customer experience and to gain higher levels of customer satisfaction.Originality/valueThis study fills the existing gap in the analysis of B2B relationships, using the lens of quality management and supply chain management perspectives, and focusing on the role of 3PL service providers.

Influence Factors of Online Shopping Food Quality Performance Considering the Relationship Quality

2019 ◽  
Vol 17 (2) ◽  
pp. 69-78 ◽  
Author(s):  
Xiaoping Li ◽  
Lijuan Xie ◽  
Lan Xu
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Information Sharing ◽  
Relationship Quality ◽  
Online Shopping ◽  
Quality Performance ◽  
Logistics Service ◽  
Supplier Quality Management ◽  
Logistics Service Quality ◽  
The Relationship

Most of the existing research relating to online shopping are focused on the analysis of customers' purchase intention and loyalty, but lack influencing factors on the quality performance of online shopping food. This article introduces the relationship quality, and constructs a model of relationship quality, logistics service quality, information sharing, supplier quality management and quality performance. This is done through an empirical study, taking 145 online food businesses as an example. At the same time, the relationship quality not only has an effect on the quality performance through information sharing, logistics service quality and supplier quality management, but also has an indirect effect on quality performance through information sharing and logistics service quality or information sharing and supplier quality management.

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