Logistics as a value in e-commerce and its influence on satisfaction in industries: a multilevel analysis

Abstract

Purpose The purpose of this paper is to identify the components of logistics value and examine their influence on customer satisfaction in e-commerce. This study investigates the moderation effect between those two variables using the overall service level in the different industries of e-commerce. Design/methodology/approach A total of 592 correctly filled questionnaires from telephone and web interviews (computer-assisted telephone interviews and computer-assisted web interviews) were scrutinized. Hierarchical linear modeling (as a part of a wider group of multilevel modeling studies) was used to verify the dependencies between variables from an organization and industry levels. Findings The logistics factors indicated and described in the paper differently affect the value for the customer. This value is subjective and dynamic. For this reason, the online seller should develop a system to create a sustainable value proposition. It is plausible due to the possibility of choosing the type of delivery, date of collection and change thereof, as well as that of returning the product. Because of all this, the customer decides on the way of the order execution and creates the value chain. Research limitations/implications The developed model is aimed at identifying universal relationships that create the customer satisfaction mechanism for the logistics value. However, this may result in other aspects of customer satisfaction being neglected. The authors are aware that the creation of value by a company in e-commerce must be approached in a systematic manner. Practical implications The results obtained and the representativeness of the surveyed sample of companies lead to the formulation of implications for business practice. The conclusions of the research definitely indicate a need to build awareness of logistics value and its influence on customer satisfaction through the service level in the industry. Because of the identified components of the logistics value and industry characteristics, managers of online retailers can better run their businesses, increase customer satisfaction, and thus improve their performance. Originality/value It is the first study that concerns e-commerce in individual industries, with particular emphasis on logistics and its impact on customer satisfaction.

The role of intermediaries in the MICE tourism value chain: consensus or dissonance?

“…Kaswengi and Lambey-Checchin (2020) study the combined savings in time and effort, which they define as "convenience." Convenience refers to making it easy for the client to purchase the product anywhere, anytime and with any device (Kaswengi and Lambey-Checchin, 2020;Kawa and S wiatowiec-Szczpa nska, 2021;Yazdanparast et al, 2010).…”

“…Some researchers analyze the activities that consume time in the interactions between buyers and sellers: time to get information and find the right product, time to answer clients’ requests and time used to purchase and deliver the product (Joong-Kun Cho et al , 2008). Kaswengi and Lambey-Checchin (2020) study the combined savings in time and effort, which they define as “convenience.” Convenience refers to making it easy for the client to purchase the product anywhere, anytime and with any device (Kaswengi and Lambey-Checchin, 2020; Kawa and Światowiec-Szczpańska, 2021; Yazdanparast et al , 2010).…”

“…Intermediaries should therefore promote their role as purchase facilitators. Clients should see them as effective opportunity seekers and playing an efficient role in assisting them in the selection of MICE programs anywhere, anytime and with any device (Kaswengi and Lambey-Checchin, 2020; Kawa and Światowiec-Szczpańska, 2021; Yazdanparast et al , 2010).…”

E-Commerce Success Factors: PLS-SEM Approach

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Buyers-sellers’ value of courier services: assessment in the Indonesian C2C e-commerce

“…In addition, Hafez et al (2021) stated that the quality of logistics services affects 44% of consumer satisfaction and 62.5% of transaction loyalty in online shopping. Likewise, Kawa and Swiatowiec-Szczepa nska (2021) noted that e-commerce businesses need courier services that can provide services as expected. They moderated the effect of perceived logistics value on consumer satisfaction by 36.5%.…”