Abstract
The performance of logistics becomes even more relevant in e-commerce, demanding high specialization. Considering the lack of instruments in the literature to assess the logistics system related to online shopping experience, the objective of this quantitative research was to develop and validate a rating scale of e-commerce. The results constitute a preliminary diagnosis that can support managers of electronic commerce to take better decisions related to logistics service level. It is important, considering that this type of decisions usually involves high amounts of money and not always the investments in logistics are perceived by customers. Besides, the rating scale of e-commerce considering logistics aspects, developed and validated in this research, can aid managers to design strategies and to take decisions that optimize the logistics activities and the shopping experience in e-commerce.
Highlights
The search for efficiency and effectiveness in meeting the needs of consumers is a prerequisite to high quality of traded goods and services provided to the end customer (BALLOU, 2001; CHRISTOPHER, 2001; HARRISON; VAN HOEK, 2003).It is important to point out that the purpose of enterprise logistics is to meet customer requirements, with a low cost and efficiency
The application version of the e-commerce rating scale was developed from the results of the categorical thematic content analysis proposed by Bardin (2011)
There is a lack of papers developing and validating, scientifically, a scale to measure consumer perceptions of their online shopping considering aspects related to logistics service level, as stated by Qian (2016)
Summary
It is important to point out that the purpose of enterprise logistics is to meet customer requirements, with a low cost and efficiency. It is important consider the raising awareness of those who receive the service or product: the customers. More and more, the logistics management is aimed to the acquisition of greater efficiency related to the flow of products. This efficiency should flow continuously to guarantee customer satisfaction through the logistics processes in an integrated manner (LANKFORD, 2004)
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