The Effect of Cold Chain Operational Logistics Service Quality on Customer Loyalty in China - Focusing on Customer Satisfaction Mediated Effects -

2021 ◽  
Vol 31 (6) ◽  
pp. 71-82
Author(s):  
Wei Yu ◽  
Meng-Ze Zhang ◽  
Ki-Hyung Bae
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Cold Chain ◽  
Logistics Service ◽  
Mediated Effects ◽  
Logistics Service Quality

Exploring the service quality in the e-commerce context: a triadic view

2016 ◽  
Vol 116 (3) ◽  
pp. 388-415 ◽  
Author(s):  
Yong Lin ◽  
Jing Luo ◽  
Shuqin Cai ◽  
Shihua Ma ◽  
Ke Rong
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Services ◽  
Quality Framework ◽  
Logistics Service Quality ◽  
Customer Satisfaction And Loyalty

Purpose – The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain. Design/methodology/approach – A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses. Findings – The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services. Research limitations/implications – The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results. Practical implications – The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce. Originality/value – A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.

scholarly journals Pengaruh Logistics Service Quality Terhadap Customer Satisfaction dan Customer Loyalty Pada Industri Ritel di Indonesia

2020 ◽  
Vol 1 (1) ◽  
pp. 21-29
Author(s):  
Adi Prasetyo Tedjakusuma ◽  
Auliya Delananda ◽  
Erna Andajani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Poverty Reduction ◽  
Service Industry ◽  
Department Store ◽  
Total Sample ◽  
Logistics Service ◽  
Analysis Technique ◽  
Logistics Service Quality

Abstract—The service industry sector has great potential for increasing economic growth, in which this sector can contribute to improving national GDP, job creation, and poverty reduction. This study aims to determine and analyze the effect of Logistics Service Quality on Customer Satisfaction and Customer Loyalty at Matahari Department Store. Data processing was done using a quantitative approach and this type of research is causal research. The variables used in this study were logistics service quality, customer satisfaction, and customer loyalty. The data analysis technique used was Multiple Linear Regression using the SPSS 18.0 for window program. This study used a sample of respondents who have shopped online at Matahari Department Store at least once a year with a total sample of 200 respondents. The results of this study indicate the influence of Logistics Service Quality on Customer Satisfaction and Customer Loyalty at Matahari Department Store.  Keywords: Logistics service quality, customer satisfaction, customer loyalty   Abstrak— Sektor industri jasa memiliki potensi besar untuk meningkatan pertumbuhan ekonomi dan dapat berkontribusi terhadap peningkatan PDB nasional, penciptaan lapangan kerja, dan pengurangan kemiskinan. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh Logistics Service Quality terhadap Customer Satisfaction dan Customer Loyalty pada Matahari Department Store. Pengolahan data dilakukan dengan menggunakan pendekatan kuantitatif dan jenis penelitian ini adalah penelitian kausal. Variabel yang digunakan dalam penelitian ini yaitu logistics service quality, customer satisfaction, dan customer loyalty. Teknis analisis data yang digunakan adalah Regresi Linear Berganda dengan menggunakan program SPSS 18.0 for window. Penelitian ini menggunakan sampel berupa responden yang pernah berbelanja online di Matahari Department Store minimal 1 kali dalam setahun dengan jumlah sampel yang digunakan dalam penelitian ini adalah 200 responden. Hasil penelitian ini menunjukkan adanya pengaruh Logistics Service Quality terhadap Customer Satisfaction dan Customer Loyalty pada Matahari Department Store. Kata kunci: Logistics service quality, customer satisfaction, customer loyalty

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.

Sign in / Sign up

Export Citation Format

Share Document