Exploratory study of logistics service quality scale based on online shopping malls

Feng, Yixiong; Zheng, Bing; Tan, Jianrong

doi:10.1631/jzus.2007.a0926

Cited by 40 publications

(37 citation statements)

References 17 publications

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“…As such, we used a 13-item service quality scale based on Mentzer et al 8 . Similar scales have been used by Collier and Bienstock 11 , Feng et al 12 and Feng and Huang 2,3 . These 13 measurement items were grouped into four frequently mentioned dimensions: (1) Timeliness, the timeliness of the RD's promises about product delivery; (2) Information quality, the elements of consumers' experiences at the RD Website including visual appeal, information availability and accuracy, functionality, and efficiency; (3) Convenience, the elements of consumers' experiences at a franchise store (pick-up point), including the distance and the extent of the franchise store; and (4) Personnel contact quality and service attitude of service provider (contact person) at the franchise store.…”

Section: Logistics Service Quality In Electronic Channelsmentioning

confidence: 93%

Exploring the Choice Behavior on the Retailing Delivery Provider for Online Auction Consumers

Huang¹

2012

ijecs

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The development of e-commerce is an efficient business model that enables new relationships between consumers and suppliers. In particular, the online auction market is growing between 50% and 60% and, obviously, becoming a noticeable market. However, how to deliver goods to customers has become one of the challenges for sellers. In Taiwan, convenience stores have integrated e-commerce with the logistics system of convenience stores to a new retail delivery model: "Online shopping in an electronic store and pick-up goods in a convenience store". In this article, we combine CFA with binary logit model to incorporate logistics service quality into the choice model to understand the choice behavior of the online auction consumers and the factors that will affect the choices for retailer delivery providers. The empirical results demonstrated that information quality and convenience are key factors that impact consumers' choice of RD providers. International Journal of Electronic Commerce Studies326

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Section: Logistics Service Quality In Electronic Channelsmentioning

confidence: 93%

Exploring the Choice Behavior on the Retailing Delivery Provider for Online Auction Consumers

Huang¹

2012

ijecs

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“…Thus, the effect of the 3PL logistics performance is significant. Moreover, logistics performance was one of the important factors drive the choice of a third-party logistics provider (Mentzer and Flint 1999;Feng et al 2007;Ho et al 2012;Thai 2013). In this paper, logistics performance is measured based on the previous studies (Najmi and Makui 2012;Pichet and Shinya 2008;Fawcett and Cooper 1998;Morash 2001).…”

Section: Theoretical Background and Research Hypothesesmentioning

confidence: 99%

“…These capabilities also may improve the performance. In addition, many studies found that there was a close relationship between the logistics capability and logistics performance (Fawcett and Stanley 1997;Jay et al 2008;Shang and Marlow 2005;Tan et al 2007). The study investigates the relationship between Operations and Supply Chain Management 11(1) pp.…”

Section: Logistics Capability On Logistics Performancementioning

confidence: 99%

Logistics Capability, Supply Chain Uncertainty and Risk, and Logistics Performance: An Empirical Analysis of Australian Courier Industry

Wang

Jie

Abareshi

2018

OSCM: An Int. Journal

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The purpose of this paper is to examine the applicability of logistics capability for mitigating supply chain uncertainty and risk and improving logistics performance in the Australian courier industry. Based on the resource-based view, a quantitative research study is designed to investigate the relationships among three latent variables: logistics capability, supply chain uncertainty and risk, and logistics performance. Structural equation modelling is used to analyse the data. The results indicate that there are significant relationships between logistics capability, supply chain uncertainty and risk, and logistics performance. The results provide insights into supply chain uncertainty and risk management. This paper provides empirical support for the resource-based view as it applies to mitigating supply chain uncertainty and risk management in the Australian courier industry. These findings suggest that managers might develop and deploy logistics capability to support and enable supply chain risk management strategies.

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“…Xing and Grant (2006) compared delivery service between online retailer and multi-channel retailer, they put emphases on availability, timeliness, condition and return service. Feng, Zheng and Tan (2007) tried to establish a representative measurement scheme, they explored timeliness, personal contact quality, order quality, discrepancy handling, operation normalization and convenience. Zheng (2008) proposed a systematic reviews in her doctoral dissertation, there were five dimensions in her scale which involved order quality, customization service quality, response quality, delivery quality and order discrepancy handling quality.…”

Section: E-commerce Logisticsmentioning

confidence: 99%

“…Timeliness was already included in many articles (Mentzer et al, 1999;Feng et al, 2007), this requirement reflected that customers wanted to boost the efficiency of handling process.…”

Section: Timelinessmentioning

confidence: 99%

Service requirement for terminal delivery: An empirical study from the perspective of online shoppers

Jiang

2013

JIEM

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Abstract:Purpose: Terminal delivery made great influences on customer's overall logistics experience in ecommerce situations, while researches for this delivery process lagged far behind in recently years. This work was dedicated to establish a measurement model of terminal delivery in express industry, it contributed to reveal the connotation of the last mile problem and to find out customer's primary requirements in a theoretical views. In addition to that the research would also provide some management implications to related firms as well as government departments.Design/methodology/approach: Mixed approaches were adopted to achieve the above objective.Firstly the paper carried out systematic literature reviews and several potential dimensions were defined in qualitative analysis, subsequently an empirical study was implemented which included both exploratory factor analysis and confirmatory factor analysis. This quantitative analysis was aimed at verifying theoretical measurement dimensions and even refining their items.Findings: Four service requirement dimensions including service attitude, service reliability, service standardization and service flexibility were proposed in this work with totally 18 measurement items. The empirical result was significantly different from traditional models of logistics service quality which usually put emphases on the whole transport. Additionally the -1223-Journal of Industrial Engineering and Management -http://dx.doi.org/10.3926/jiem.879 research indicated that online shoppers were more concerned about service process than its result, so process regulation should be strengthened to enhance customer's satisfaction. Originality/value:The research was conducted from the perspective of online shoppers instead of service provider, meanwhile the proposed measurement model focused on terminal delivery rather than overall distribution process, the management implications were useful for related companies or industry administrative department to improve delivery guidance.

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Exploratory study of logistics service quality scale based on online shopping malls

Cited by 40 publications

References 17 publications

Exploring the Choice Behavior on the Retailing Delivery Provider for Online Auction Consumers

Exploring the Choice Behavior on the Retailing Delivery Provider for Online Auction Consumers

Logistics Capability, Supply Chain Uncertainty and Risk, and Logistics Performance: An Empirical Analysis of Australian Courier Industry

Service requirement for terminal delivery: An empirical study from the perspective of online shoppers

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