Logistics value in e-commerce and its impact on customer satisfaction, loyalty and online retailers' performance

Kawa, Arkadiusz; Zdrenka, Wojciech

doi:10.1108/ijlm-02-2023-0078

Cited by 7 publications

(1 citation statement)

References 86 publications

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“…Основною метою фулфілменту є забезпечення швидкого та ефективного виконання замовлень, що включає у себе етапи прий мання товарів, їх зберігання, комплектацію та доставку до кінцевого споживача. Цей процес часто вимагає ве ликої кількості операцій, які проводяться на складі або відділенні фулфілмент центру [8].…”

Section: рис 3 схема роботи Erp системиunclassified

Інструменти Та Методи Формування Digital Технологій Логістичної Системи Підприємства Роздрібної Торгівлі

Ільченко,

Восканян

2024

Журнал "Інвестиції: практика та досвід"

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Section: рис 3 схема роботи Erp системиunclassified

Інструменти Та Методи Формування Digital Технологій Логістичної Системи Підприємства Роздрібної Торгівлі

Ільченко,

Восканян

2024

Журнал "Інвестиції: практика та досвід"

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Elevating logistics performance: harnessing the power of artificial intelligence in e-commerce

Malhotra,

Kharub

2024

IJLM

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PurposeArtificial intelligence (AI) usage improves e-commerce logistics efficiency. However, many actors can play significant roles, such as supply chain consistency (SCC), last-mile logistics (LML) performance and collaboration and coordination among logistics firms. This study aims to assess how SCC and LML performance mediate and collaboration and coordination moderate the relationship between AI usage and logistics efficiency.Design/methodology/approachA structured questionnaire was used to collect the data. A total of 245 valid responses were received from Indian e-commerce businesses. The data were then analysed using AMOS v25 and structural equational modelling using SPSS for regression, PROCESS macro for mediation and moderated mediation analysis.FindingsThe findings show that AI usage independently impacts logistics efficiency, with SCC and last-mile delivery performance as mediating variables. Collaboration and coordination among logistic firms are also critical moderators in enhancing AI’s efficacy in logistic operations. The study findings suggest the integration of AI into logistic operations and provide implications to managers on the urgency of fostering a collaborative and synchronised environment to utilise the full potential of AI in e-commerce businesses.Originality/valueThis study not only contributes to the field of logistics theory by presenting empirical data on the various ramifications of AI but also offers practical guidance for logistics firms, particularly those operating in developing economies, on how to strategically employ AI to enhance operational efficiency and attain a competitive advantage in the era of e-commerce logistics in the digital age.

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Exploring the impact of logistics service quality on customer satisfaction, trust and loyalty in bus transport

Sann,

Pimpohnsakun,

Booncharoen

2024

IJQSS

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Purpose Developing an optimal strategy for maintaining quality customer relationships in the logistics industry is critical for achieving long-term benefits. This study aims to examine the relationship between logistics service quality (LSQ), customer satisfaction, trust, and behavioral loyalty in the context of Khon-Kaen Bus Terminal 3 in Thailand. The purpose is to understand how service quality influences customer trust and loyalty in the context of bus transport. Design/methodology/approach Face-to-face questionnaires were administered to 338 experienced bus transport users at Khon-Kaen Terminal 3. A quantitative approach was utilized, employing partial least squares structural equation modeling to analyze the relationships between logistics operations, after-sales service quality, customer satisfaction, trust and loyalty. Findings The results reveal that both logistics operations service quality and after-sales service quality positively impact customer satisfaction and trust. Trust, in turn, significantly influences customer loyalty, and it is enhanced when customers receive satisfactory services. The study demonstrates that customer loyalty is strengthened by building trust and providing a high-quality logistics service, confirming the significant relationship between LSQ and loyalty. Research limitations/implications While this study acknowledges the challenge posed by Khon-Kaen Terminal 3’s strong monopoly, it also recognizes that users may have limited alternatives. Consequently, the research highlights the difficulty in accurately measuring customer loyalty. Originality/value This study contributes to the literature by examining LSQ in a Thai context, offering new perspectives on customer loyalty in the bus transport sector. It provides practical recommendations for improving customer relationships and gaining a competitive advantage in the logistics industry.

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Logistics value in e-commerce and its impact on customer satisfaction, loyalty and online retailers' performance

Cited by 7 publications

References 86 publications

Інструменти Та Методи Формування Digital Технологій Логістичної Системи Підприємства Роздрібної Торгівлі

Інструменти Та Методи Формування Digital Технологій Логістичної Системи Підприємства Роздрібної Торгівлі

Elevating logistics performance: harnessing the power of artificial intelligence in e-commerce

Exploring the impact of logistics service quality on customer satisfaction, trust and loyalty in bus transport

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