scholarly journals The Effects of Logistics Service Quality of Internet Shopping Mall on Consumer Satisfaction and Repurchase Intention in China

2012 ◽  
Vol 27 (2) ◽  
pp. 133-153
Author(s):  
김영성 ◽  
ChoiSeokBeom
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Shopping Mall ◽  
Repurchase Intention ◽  
Internet Shopping ◽  
Logistics Service ◽  
Logistics Service Quality

How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs

2019 ◽  
Vol 50 (5) ◽  
pp. 535-555
Author(s):  
Joseph Kaswengi ◽  
Christine Lambey-Checchin
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Perceived Quality ◽  
Data Set ◽  
Content Type ◽  
Logistics Service ◽  
Grocery Retailing ◽  
Logistics Service Quality

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.

scholarly journals Identifying the dimensions of logistics service quality in an online B2C context

2015 ◽  
Vol 26 (1) ◽  
pp. 61-76 ◽  
Author(s):  
David M Gligor
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Retail Stores ◽  
Online Retail ◽  
Logistics Service ◽  
Online Consumer ◽  
Online Environments ◽  
Logistics Service Quality

There is theoretical and practical evidence indicating the existence of significant differences between the needs and wants of firms and end consumers, as well as the existence of significantly different needs between offline and online environments. Therefore, it is not clear how effectively measures of logistics service quality developed in an offline, B2B context can be applied to an online, B2C environment. This manuscript explores the elements of logistics service quality that end consumers value in an online context. The literature on logistics service quality in B2B and the literature on online consumer satisfaction are integrated. This results in the development of a set of dimensions for measuring online logistics service quality in online, B2C environments. Specifically, the dimensions of a new scale for measuring online logistics service quality (labeled oLSQ) were identified and defined. Managers can use the dimensions of logistics service quality identified in the oLSQ scale as a guide when designing and managing online retail stores.

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