E-Commerce Logistics Service Quality

With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to fill this gap in the literature. It aims to identify the e-commerce logistics service quality factors that affect customer satisfaction. It is also interested in identifying if there is any relationship between the satisfaction of e-commerce customers and their loyalty. Data from 1562 e-commerce customers living in Turkey were collected via a web-based survey. The results were analysed using structural equation modelling. Timeliness, order condition, order accuracy, and order discrepancy handling were found to have a positive effect on customer satisfaction. A positive relationship between customer satisfaction and customer loyalty was also found.

Evaluation of Logistics Service Quality: Sentiment Analysis of Comment Text Based on Multi-Level Graph Neural Network

The world is severely impacted by the coronavirus (COVID19). During the epidemic, logistics service, an often-overlooked pillar of the modern society, steps into the spotlight. However, the service capability is inevitably weakened by the epidemic. The fatigued service providers are increasingly unable to meet the high expectations of users, who therefore leave harsh comments on logistics services. It is important for managers to find information that helps to improve management, out of the biased and angry comments. Text sentiment analysis is a fundamental work in natural language processing (NLP). In recent years, graph neural network (GNN) has achieved excellent performance in various NLP tasks. Nevertheless, GNN only considers the adjacent words, as it updates graph nodes. The model thereby emphasizes local features over global features, and misses the intent of the comment text. This paper constructs a triple graph neural network (TGNN) to serve the sentiment analysis of service texts. Firstly, the corresponding node connection windows were applied on different network layers to consider both local and global features. Next, the graph attention network (GAT) was adopted as the message delivery mechanism to fuse the features of all word nodes in the graph. Experimental results show that, the TGNN can evaluate the comment texts on logistics service quality more accurately than the other models.

LOGISTICS FLEXIBILITY, RELATIONSHIP FLEXIBILITY, AND LOGISTICS SERVICE QUALITY: THE MODERATING ROLE OF ENVIRONMENTAL UNCERTAINTY

This study examined the moderating role of environmental uncertainty on the connection between logistics flexibility, relationship flexibility, and logistics service quality. This study covered large and medium- sized companies operating in the Gaziantep Organized Industrial Zone. Company lists were created based on records in the Gaziantep Chamber of Industry. A questionnaire was sent to a total of 1627 companies by e-mail and company managers were asked to fill in the online questionnaire. The managers of 356 companies fully completed the questionnaire. SPSS Process Macro V3.4 was used to calculate the moderator effects of environmental uncertainty. The macro also reported the effect level of independent variables on dependent variables. According to the results of the analysis, logistics flexibility and relationship flexibility affected logistics service quality, positively and significantly. Besides, environmental uncertainty had a moderator role in the relationship between logistics flexibility and logistics service quality. There were some limitations. A questionnaire was used as a data collection tool in the study. Thus, personal perceptions of the participants could be apparent in the information given about the company since questionnaire data was formed in accordance with statements given by the respondents. In future researches, it is recommended that measurement tools that can determine environmental uncertainty more objectively could be used on a sectoral basis to secure clearer results. It is recommended that companies take into account environmental uncertainty when determining a strategy(s) to enhance the quality of logistics services.

Study on the Intention of Foreign Trade Driven by Cross-Border E-Commerce Based on Blockchain Technology

Cross-border e-commerce is also facing the problems of cross-border goods selling counterfeit, long delivery time of cross-border logistics, and high cross-border payment fee in the process of development. Blockchain technology, with its characteristics of high trustworthiness, traceability, and information immutability, can be applied to the field of cross-border e-commerce, providing a new direction for cross-border e-commerce to solve these problems. At the present stage, scholars at home and abroad mainly study how blockchain technology is applied in cross-border e-commerce, explore the specific mode of combining blockchain technology with cross-border e-commerce, and lay the theoretical foundation for the application of blockchain technology in cross-border e-commerce, while less research is conducted on the application effect of blockchain technology in cross-border e-commerce. Based on this, this paper researches the influence mechanism of the application of blockchain technology in cross-border e-commerce on consumers’ willingness to purchase, explains the current situation of the application of blockchain technology in various fields of cross-border e-commerce, and on this basis, divides the quality of the blockchain system of cross-border e-commerce into three dimensions of commodity information quality, logistics service quality, and payment security.

DEVELOPING QUALITY STRATEGIES OF LOGISTICS CUSTOMER SERVICE

Today’s requirements for the implementation of logistics activities require the formation and revision of appropriate strategies. The article considers the practical and theoretical experience of developing strategies for logistic activity and logistics consumer service. The strategy of quality of logistics customer service is implemented in the management of logistics business processes of the enterprise and is a set of solutions, plans and measures aimed at continuous improvement and ensuring effective organized activities of staff in a certain material environment related to offering and providing logistics services that meet specific needs and requirements of customers. When forming quality strategies of logistics services, special attention should be paid to the culture of quality (formation of the worldview of the whole team in the field of quality – motivating each employee to acquire new knowledge and skills) and business culture of logistics. The latter acts as a certain unity of interests of all groups of persons interested in logistics processes; provided with appropriate ways of making management decisions, etc. The article proposes an approach to the formation of logistics service quality strategies, which is based on determining the levels of efficiency, effectiveness and adaptability of logistics customer service, and involves the development and selection of options for appropriate alternative solutions. The following strategies are determined as typical: strategy of logistics outsourcing, concentrated improvement, reengineering of the logistics service process, purposeful quality improvement, application of “kaizen” technologies, minimization of logistics costs, quality management, continuous improvement of the quality of logistics services. The choice of priority alternative solutions is based on the maximum values of their integrated assessment, taking into account the importance of implementing a particular strategy.

Logistics service quality in an emergent market in Latin America

PurposeThis paper aims to determine how the level of logistics service quality facilitates logistics performance in emerging markets. The authors chose Ecuador because it is an emerging economy with relatively stable economic development, making it an attractive research platform in a challenging environment for logistics services. The authors empirically test the influence on performance and one another of five dimensions of service quality: reliability, responsiveness, empathy, assurance and tangibility.Design/methodology/approachSERVQUAL and partial least squares structural equation modeling was undertaken to test the proposed relationships empirically.FindingsThe performance was positively related to assurance, tangibility and reliability but negatively related to the responsiveness and empathy dimensions. The findings suggest the order of priority for improvement actions. The findings highlight that the existing relationships in developed markets do not apply in the same manner in emerging markets.Research limitations/implicationsAlthough representative, data were only collected in one specific market.Practical implicationsThe results reveal a mix of activities that managers should develop to improve the services they provide, relationships with customers and performance.Originality/valueFew other works have explored logistics service quality in South America's emerging markets. According to contingency theory, various combinations of service quality dimensions can influence performance, suggesting that managers should aim for optimal fit between dimensions according to internal and external situations. An efficient and effective combination in one case may be unsuccessful in another. The approaches presented can improve relationships within global supply chains, especially regarding logistics management.

Assessment of logistics service quality dimensions: a qualitative approach

Globalization and complex supply chain networks have been affecting Logistics Services Providers’ (LSPs) service delivery and service expectations. Logistics Service Quality (LSQ) is becoming a more important aspect for LSPs and logistics service customers. In recent years, there has been an increase in the studies on service quality in logistics. Researchers have been trying to identify aspects of LSQ and its dimensions in order to create a measurement model that could be used in overall logistics services. However, there is still neither a unified nor agreed LSQ measurement model in the literature and researchers have been debating continuously on the proposed models. This paper targets to investigate and suggest LSQ measurement dimensions obtained from previous studies by analyzing the findings within a systematic approach and improving the findings with semi-structured interviews. In this study, systematic literature analysis has been conducted to research papers published in selected academic databases with specific keyword and keyword cluster searches to identify the related articles published within a specified period. Papers have been selected in accordance with the predefined criteria. As a result, a total of 59 articles have been determined for the search criteria and the findings obtained were analyzed. Most frequently used research trends and methods on service quality in logistics have been identified. In addition, the most frequently used LSQ dimensions and factors have been reviewed. Moreover, the most frequently used service quality approaches and measurement models have been analyzed. The results received from systematic literature review have been composed and dimensions have been identified. Semi-structured interviews with LSPs and customers of LSPs in Germany-based companies have been conducted to strengthen the findings gained from systematic literature review. 5 LSQ dimensions and 24 factors have been formed with the help of semi-structured interviews. This paper represents the basis for further research for empirical studies and can be used as a guideline for quality management practices in logistics applications and transport.