A study on Logistics Service Quality in E-Retailing Amongst Online Shoppers in Kuala Lumpur

Abstract

Online shopping has made shopping more convenient since not only it saves time and cost, but it also gives consumers the opportunity to compare items/goods against other retailers through web-browsing. Nonetheless, there are many factors which influence the purchasing behaviour of consumers. In this study, four factors related to logistics service quality were examined in order to determine which factors impact online shoppers’ satisfaction. The four factors mentioned were timeliness, product availability, condition of the product and reverse logistics. Questionnaires related to this study were distributed to online shoppers around Kuala Lumpur area and 153 responses came back. These responses were analysed for reliability tests, Pearson Correlation Coefficient, and multiple regression analysis in SPSS software. The outcome of Cronbach’s alpha showed that the questions in the questionnaire are highly reliable. As for the correlation and regression analyses, there was a significant and positive relationship between timeliness, availability, condition and return logistics. In addition, availability had the highest correlation (r = 0.721) with online shopper’s satisfaction on the logistics service quality of the e-retailers.