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

Abstract

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.

Examining the Structural Relatiosnhips of Product Price, Product Quality and Customer Purchasing Decision

“…Product performance which meets manufacturing standards and product-designed purpose will be used by the customers for product quality reference (Beneke et al, 2013).The good quality of product usually meets numerous measurements such as function, durable and not easily broken. The quality of product influenced by value, prestige, brand, type of products (Beneke and Zimmerman, 2014), fair perception and the quality of service (Zietsman et al, 2019), and customer value (Razak et al, 2017), ultimately satisfy customer's needs (Kaswengi and Lambey-Checchin, 2019). In addition, product certification often influences product quality (Cai et al, 2016) due to this is a proven action that the product has been gone through numerous stage in order to ensure the quality of the product meet at least quality, secure and effectiveness as its purpose designed.…”

“…Customer purchasing decision depends on price, product quality and service quality. If a company provides good price, product quality, and service quality will meet customers' satisfactions (Philip and Keller, 2016;Kaswengi and Lambey-Checchin, 2019), which lead to purchase products/services (Anderson et al, 2000;Jung and Yoon, 2012;Maslowska et al, 2017;von Helversen et al, 2018). Therefore, companies seek to know customer specific needs in order to offer products/services based on these specific demands (Huang and Benyoucef, 2017).…”

Logistics as a value in e-commerce and its influence on satisfaction in industries: a multilevel analysis

“…Logistics value is a construct which consists of variables related to convenience (Kaswengi and Lambey-Checchin, 2019), communication (Pal, 2017), experience (Yazdanparast et al, 2010) and time (Yu, 2017).…”

Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

“…that has significant effect on the consumer's purchase satisfaction. Kaswengi et al (2019) explains the Internet marketing function by dividing it into distribution channel and distribution channel accessibility. The function of distribution channel refers to the payment of charges and the transfer of ownership accordingly.…”