Modeling the Determinants of Logistics Service Quality on Retailing Delivery Service for Online Shopping

Huang, Yu-Kai; Feng, Cheng-Min

doi:10.1109/wicom.2007.828

Cited by 10 publications

(20 citation statements)

References 5 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Seth et al (2006aSeth et al ( , 2006b, proposed a model for evaluating the quality of service using third-party logistics at various interfaces of the supply chain. Huang and Feng (2007) developed the LSQ scale for electronic commerce and specified that the service provider has to emphasize on information quality and ordering. Saravanan and Rao (2007) studied the overall service quality of the automobile service stations in India.…”

Section: Literature Reviewmentioning

confidence: 99%

Measuring service quality in pharmaceutical supply chain – distributor’s perspective

Parmata

Rao

RajaShekhar

2016

IJPHM

View full text Add to dashboard Cite

Purpose The aim of this paper is to contribute to the services marketing literature by developing a scale based on Parasuraman’s SERVQUAL scale for the measurement of distributor perceived service quality at the distributor–manufacturer interface of the pharmaceutical supply chain. Design/methodology/approach Based on a literature review and discussions with experts, a questionnaire was designed basing on the widely used service quality measurement scale (SERVQUAL). Personal survey was conducted among selected distributors spread over three major cities of the Indian pharmaceutical market. The study used the exploratory factor analysis to identify the critical factors of service quality followed by the confirmatory factor analysis (AMOS 20). Findings A valid scale with four dimensions – (reliability, assurance, responsiveness and communication) and 13 items for measuring the distributor perceived service quality was developed which also satisfied all the reliability and validity tests. The findings of the present study indicate that distributor perceived service quality has an effect on satisfaction. Practical implications The proposed scale is an attempt to explore the less researched area. This study will give further insights to researchers to measure service quality at different phases of the pharmaceutical supply chain. The study is limited to three cities; it can be extended to other regions of the country. This study will be helpful to the practicing managers to measure the service quality and improve the performance in the pharmaceutical supply chain. Social implications Service quality in pharmaceutical supply chain is very important, as it directly effects the health of the people, so the proposed scale can be used to control the quality of service. Originality/value The scale developed in this study can also be used for measuring distributor perceived service quality in other manufacturing sectors. This research provides direction and scope for further research to develop new concepts and models in measuring service quality in the supply chain.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

Measuring service quality in pharmaceutical supply chain – distributor’s perspective

Parmata

Rao

RajaShekhar

2016

IJPHM

View full text Add to dashboard Cite

show abstract

“…No matter whether the delivered products are physical goods or intangible services, the arrangement of delivery affects the received quality and further influences customer satisfaction. Therefore, research has tried to improve the logistics service from different perspectives, such as figuring out and modelling the determinants (Huang and Feng, 2007), Assessing online shopping return behaviour applying new information technologies (Choi et al, 2003;Li et al, 2008;Lorenc and Szkoda, 2010), route planning (Cao and Glover, 2010) and even logistics service evaluation (Huang and Kuo, 2008;Huang et al, 2009a, b). The bad delivery service may cause customers to return the product because of either the short shelf-life or annoyance of waiting.…”

Section: Literature Reviewmentioning

confidence: 99%

Analysis of customers' return behaviour after online shopping in China using SEM

Lin

Lee

Siu

et al. 2020

IMDS

View full text Add to dashboard Cite

PurposeThe purpose of this paper is to examine the potential impacts of various variables on product return activities after online shopping. Previous studies on customer behaviour have been predominantly concerned with return on used products and other product-quality-related constructs in the model. This study aims to specially examine the logistics service-related and customer intention–related variables for general products under the e-commerce circumstance.Design/methodology/approachStructured questionnaire data for this study were collected in the two southeast cities of China (162 useable responses). Structural equation modelling was used to examine the latent variables.FindingsThe results confirmed that product return intention has the greatest impact on online shopping returns with a direct effect of 0.63, followed by the flexibility in return (logistics service) with a direct effect of 0.49.Originality/valueSuch a model not only enriches the theoretical understanding of customer behaviour studies but also offers online shopping stores and platforms a quantitative benchmark and new perspective on the design of online shopping supply chains by considering product returns so as to improve the customer satisfaction.

show abstract

“…The parameters in this study were selected as ease of use, ease of learning, memorability for usability; layout, graphics, text for visual aspects; system availability, speed, accessibility, navigation for technical adequacy; reliability, accuracy, privacy for security and privacy; contact info, online help, responsiveness for communication; reputation, sustainability, and currency for prestige. On the other hand, Huang and Feng [33] focused on identifying the determinants of logistic service quality on retailing delivery service for online shopping adding the quality factors such as information quality, ordering procedures, timeliness, order conditions, and order discrepancy. Moreover, some studies using AHP concentrated on specific type of websites such as auction websites [34,35] and online travel websites [36].…”

Section: Analytic Hierarchy Processmentioning

confidence: 99%

Determination of Priorities in Apparel Purchasing from Private Sale Websites

Sarıçam

Erdumlu

2017

Autex Research Journal

View full text Add to dashboard Cite

In the fast-changing internet era, private sale websites attracted an enormous interest from the consumers in especially online marketing of apparel goods. The retailers may garner more benefit if the prior issues for the consumers when they are purchasing apparel products online is known. Reviewing the literature, this study presents the factors in three groups in a hierarchical manner considering the multidimensional aspect of online purchasing of apparel products from private sale websites and then determines the prior issues for the consumers by making pairwise comparisons among these factors using analytical hierarchy process on a sample group of 100 Turkish respondents. The findings revealed that “privacy/security” in terms of online shopping criteria, “product information” in terms of apparel products criteria, and “discount ratio” in terms of private shopping criteria took highest scores of importance when the aspects were analyzed individually. Nonetheless, the parameters regarding the online shopping criteria were found to be more important than the criteria regarding the apparel products and private shopping criteria. In the end, it was also observed that these items that were found to have highest importance were actually corresponding to the risks of the situation.

show abstract

Modeling the Determinants of Logistics Service Quality on Retailing Delivery Service for Online Shopping

Cited by 10 publications

References 5 publications

Measuring service quality in pharmaceutical supply chain – distributor’s perspective

Measuring service quality in pharmaceutical supply chain – distributor’s perspective

Analysis of customers' return behaviour after online shopping in China using SEM

Determination of Priorities in Apparel Purchasing from Private Sale Websites

Contact Info

Product

Resources

About