Purpose -The purpose of this paper is to compare perceptions of retail logistics service quality among Romanian and Tunisian customers, and determine which dimensions of logistics service quality have the greatest influence on customer satisfaction and loyalty. Design/methodology/approach -Data were collected using self-administered questionnaires from two convenience samples of hypermarket customers (100 in Romania and 100 in Tunisia). Logistics service quality was measured using two dimensions: the relational LSQ (The perception of Carrefour employees' assurance, responsiveness and caring) and the operational LSQ (Carrefour reliability). Data were analyzed by using confirmatory factor analysis, ANOVA and linear regression. Findings -Respondents in both countries reported high levels of perceived logistics service quality in Carrefour. However, Romanians reported higher perceived logistics service quality than Tunisians for both dimensions. In the Tunisian sample, relational LSQ was the most important predictor of satisfaction, and the most important predictor of loyalty was the operational LSQ; in the Romanian sample, relational LSQ was the most important predictor of both satisfaction and loyalty. Practical implications -Romanian Carrefour managers should focus on the customers' relationships with the staff in logistics service by implementing appropriate customer-oriented training programs. Tunisian Carrefour managers should focus on the ability to perform the promised service dependably and accurately. Originality/value -Despite the large number of studies on individual countries, no study compares logistics service quality among different countries. The present study compares perceptions of logistics service quality between consumers in two countries -Romania and Tunisia -that have different economic and cultural environments. This study shows that logistics service quality is an essential factor in satisfying and retaining retail customers in the retail sector.

Traditional retailers still insist on using price, product, and promotion as sources of competitive advantage. This emphasis typically ignores the potential of in-store logistics operations in the creation of customer value. A major objective of retail customers is to navigate the retail servicescape in an efficient, convenient, enjoyable and effective manner. In-store logistics operations largely determine how and to what extent the customer may achieve this objective. However, customer-perceived indicators of in-store logistics performance, such as product returns, order information, opening hours, and product availability and accessibility, have been largely ignored in research on retail service. We investigate the role of in-store logistics in determining customer outcomes such as store image, satisfaction and loyalty intentions. A model is developed based on extant research in the areas of logistics service quality, service logic, store image, and customer loyalty. To test the plausibility of the model, 200 supermarket customers were surveyed in an exploratory field study. Data were analyzed by 2 means of structural equation modeling in SmartPLS. Results show that customers may derive a substantial share of their satisfaction from interactions with in-store logistics operations. Customer-perceived performance of these operations-an important element of the retail servicescape-directly influences customer satisfaction, but also through its influence on store image. By better understanding the role of in-store logistics in the retail value creation process, managers can leverage their logistics capabilities. We provide detailed suggestions on how to improve in-store logistics performance. We investigate customer-perceived in-store logistics performance in retailing and its effects on customer outcomes in a field study.

This study proposes to identify the determinants of accepting e-learning by the employees of the Tunisian Post Office using the Technology Acceptance Model (TAM). An empirical study was conducted over a sample of 200 Tunisian employees. Our results indicated that for the Tunisian employees perceived usefulness, perceived ease of use, mastery of new information and communication technologies (NICT) as individual factors as well as the proposed technique as an organisational factor represented the main determinants of e-learning acceptance.

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