Electronic Logistics Service Quality (e-LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention

Rao, Shashank; Goldsby, Thomas J.; Griffis, Stanley E.; Iyengar, Deepak

doi:10.1111/j.2158-1592.2011.01014.x

Cited by 155 publications

(192 citation statements)

References 69 publications

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“…Danesh et al (2012) added that a scale is reliable if alpha values above 0.7 are obtained. As shown in Table 3, the values for all items were above 0.7 as recommended (Manzoor & Naeem, 2011;Rao et al, 2011), indicated good reliability. …”

Section: Validity and Reliability Of The Instrumentmentioning

confidence: 88%

“…However, Alshurideh, Masa'deh and Alkurdi (2012) and Danesh et al (2012) found that customer satisfaction has a direct effect on customer retention. Moreover, Rao, Goldsby, Griffis and Iyengar (2011) support the link between purchase satisfaction and customer retention. Based on the above literature, we propose the following hypothesis:…”

Section: Relationship Between Customer Satisfaction and Customer Retementioning

confidence: 99%

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The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

Al-Tit

2015

ASS

108

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The aim of this study was to investigate the relationships between service quality, food quality, customer satisfaction and customer retention in limited service restaurants in Jordan. A questionnaire-based survey was distributed to 400 students served at 10 limited service restaurants in the neighbourhood of universities in Amman, the capital city of Jordan. Service quality was measured in terms of SERVQUAL attributes. The key dimensions of food quality, customer satisfaction and customer retention were identified through literature. The data collected (283 valid questionnaires) were analysed using SPSS 20.0. The findings showed that service quality and food quality have a positive influence on customer satisfaction. In addition, service quality dimensions besides customer satisfaction have a positive influence on customer retention. Finally, the results confirmed that customer satisfaction mediates the relationship between service quality and customer retention. The small size of the sample is the main limitation of this study. The practical implications of this study are founded on the fact that limited service restaurants in the neighbourhood of universities should realize the critical role of service and food quality in satisfying their customers as an antecedent of their retention. This study is original as it examines the relationships between service and food quality and customer satisfaction and retention in a specific type of restaurants in Jordan.

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Section: Validity and Reliability Of The Instrumentmentioning

confidence: 88%

Section: Relationship Between Customer Satisfaction and Customer Retementioning

confidence: 99%

The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

Al-Tit

2015

ASS

108

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show abstract

“…Likewise, Rao et al (2011) identified a strong correlation between LSQ, price of logistics service and CS. When the logistics service was not included in the final price of the product, but paid for by the customer, the price of these services had a negative influence on CS.…”

Section: Lsq and Csmentioning

confidence: 99%

Logistic service quality as a mediator between logistics capabilities and customer satisfaction

Fernandes

Moori

Filho

2018

REGE

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Purpose A way that companies have found to respond to the challenges of customer satisfaction (CS) is the development logistics services quality. In this sense, the purpose of this paper is to estimate the quality of logistical service as a mediator factor in the relationship between logistics capabilities (LC) and CS. For this, an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Design/methodology/approach In order to respond to the research problem and to meet the stated objective, a study was carried out in two phases. The first used an exploratory qualitative design, and involved recorded in-depth interviews with five clients and five managers of a lubricant oil producer located in the municipality of Umuarama and nearby areas in Paraná state, Brazil. The second used an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. Findings The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Research limitations/implications It is suggested that new studies be conducted in order to increase the size of the sample, since the number of responses obtained (117 respondents), for the number of initial variables (34 measures). Practical implications In the pursuit of CS, the managers of lubricant oil producers should make major investments in LC, to enable the company to be active in the search for logistics solutions, integration and provision of reliable information to its customers. Social implications The studies should also be carried out in other market segments, in order to compare the results obtained in the lubricating oil segment of Brazil and corroborate knowledge about the influence of logistical capabilities on the relation between logistics service quality and CS. Originality/value The logistics services quality perceived by the customers is derived from the service capacity of the producer’s employees and the quality of information provided to the customers.

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“…Reliability, which ensures stability and consistency of the results, was assessed using Cronbach's alpha. According to Rao, Goldsby, Griffis and Iyengar (2011), a recommended value of alpha is 0.7 or more. The results of this test are shown in Table 1. www.ccsen Table 1.…”

Section: Validity and Reliabilitymentioning

confidence: 99%

The Mediating Role of Job Characteristics in the Relationship between Organizational Commitment and Job Satisfaction

Al-Tit¹,

Suifan²

2015

IJBM

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The study aims at examining the influence of organizational commitment on job characteristics and job satisfaction. Moreover, it aims at investigating the influence of job characteristics and job satisfaction. A random sample was selected from non-managerial employees working at three malls in Amman, the capital city of Jordan. It consists of 750 participants. A total of 731 questionnaires were completed and returned. The results supported the hypothesized paths among constructs. As such, there is a significant and positive influence of organizational commitment on job characteristics and job satisfaction. Additionally, there is a significant and positive influence of job characteristics and job satisfaction. Hence, malls in Jordan should pay more attention to organizational commitment since it increases job satisfaction and improves job characteristics from the employees' perspective. This research paper contributes to job satisfaction literature; job satisfaction should be enhanced by organizational commitment and job characteristics.

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Electronic Logistics Service Quality (e-LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention

Cited by 155 publications

References 69 publications

The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

Logistic service quality as a mediator between logistics capabilities and customer satisfaction

The Mediating Role of Job Characteristics in the Relationship between Organizational Commitment and Job Satisfaction

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