Exploring the service quality in the e-commerce context: a triadic view

Abstract

Purpose – The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain. Design/methodology/approach – A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses. Findings – The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services. Research limitations/implications – The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results. Practical implications – The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce. Originality/value – A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.

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