Abstract
This study aims to examine the influence of retail logistics service quality on online customer loyalty in Malaysia. In total, 372 self-administered questionnaires were collected from customers who have ordered products online from ‘brick-and-click’ supermarkets and department stores. The results show that product condition, product availability and delivery durations are significant predictors of customer loyalty. The novelty of this research lies in its strong emphasis on last-mile parcel delivery, which is a crucial aspect of order fulfilment operations, and the first-party home delivery service, which is among the earliest conducted in the region.
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