Abstract
Omni-channel retailing is a novel form that combines online, offline, and mobile channels to provide consumers with a seamless shopping experience. Nevertheless, the implementation of omni-channel retailing necessitates effective logistics support. Hence, the quality of logistics services is critical for omni-channel retailing services. This research aims to investigate logistics service quality (LSQ) and its impact on consumer satisfaction by combining the decomposed SERVQUAL framework, Kano model and hierarchical regression analysis. A total of 460 valid responses were obtained. Building upon the SERVQUAL framework, this study presents a comprehensive framework for evaluating omni-channel retail logistics service quality. Using the Kano model, 11 logistics service quality attributes were categorised into three categories: must-be, one-dimensional, and attractive, based on their respective impact on satisfaction. The results of the hierarchical regression analysis confirm that the attributes belonging to the must-be category exert the most significant influence on satisfaction. The findings add to theoretical studies of omni-channel retailing LSQ and provide insights for omni-channel retailers and logistics service providers.
| Original language | English |
|---|---|
| Article number | 466 |
| Journal | Systems |
| Volume | 12 |
| Issue number | 11 |
| DOIs | |
| Publication status | Published - Nov 2024 |
| Externally published | Yes |
Bibliographical note
Publisher Copyright:© 2024 by the authors.
ASJC Scopus Subject Areas
- Control and Systems Engineering
- Software
- Modelling and Simulation
- Computer Networks and Communications
- Information Systems and Management
Keywords
- consumer satisfaction
- hierarchical regression
- kano model
- logistics service quality
- omni-channel retailing
- SERVQUAL framework