Logistics Service Quality Research Articles

Retracted] Construction of Mobile E‐Commerce Platform and Analysis of Its Impact on E‐Commerce Logistics Customer Satisfaction

With the development of mobile network communication technology, online shopping has further become the mainstream way of mass consumption. To this end, this article attempts to start from the innovation of e‐commerce platform, uses today’s Internet of Things, collects relevant information, and collects relevant data through smart sensors, to establish a mobile e‐commerce platform and analyze and explore the impact of e‐commerce logistics customer satisfaction of factors revolve around e‐commerce logistics. This article uses smart sensor technology to mine and analyze e‐commerce information data and then design and build a new mobile e‐commerce platform. Taking the two major e‐commerce platforms of Jingdong and Taobao as examples, through online evaluation surveys, the importance of factors affecting logistics service quality and customer satisfaction under different logistics distribution models was explored and analyzed. Under JD’s selfoperated logistics distribution model, users pay the most attention to the integrity of the delivered goods, the accuracy of the delivery time, and the service attitude of the delivery personnel. The importance is ranked second, first, and third, reaching 48.36%, 50.36%, and 61.64%, respectively. Under the third‐party logistics distribution model of Taobao, the main influencing factors are the integrity of the delivered goods, the accuracy of the delivery time, the importance of outer packaging, and the importance of product integrity, reaching 37.52%, 41.1%, and 24.29 %, respectively.

The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic

This article identifies the influence of logistics service quality in Indonesia on customer satisfaction and loyalty during the COVID-19 pandemic and customer trust as a moderating variable. In this study, the service quality consists of three variables: the quality of staff service, quality of operational service, and technical service quality. In this study, a conceptual model was generated by providing four other variables: customer satisfaction, customer trust, customer loyalty, and customer commitment. The 300 respondents were selected to fill out the formal questionnaire, while 30 respondents were as a trial for the formal questionnaire. The questionnaire trial analysis was assisted by SPSS 23, while the formal questionnaire analysis was carried out with SmartPLS 3.0. This study resulted in four hypotheses accepted from the ten proposed hypotheses. The results show that the quality of staff service and technical service quality significantly affects customer satisfaction. It is also found that customer satisfaction and customer trust have a significant effect on customer loyalty. The use of Kansei in this study will provide a different perspective to describe customer services during the COVID-19 pandemic.

Evaluation of Logistics Service for Multimodal Transport via the Trans-Siberian Railway: A Perspective of Shippers in South Korea

The role of logistics service provider (LSP) is essential for efficient logistics service quality (LSQ) and supply chain management, especially in multimodal transport. Multimodal transport routes that use the Trans-Siberian Railway (TSR) play an important role in the supply chains of Northeast Asia. This paper aims to identify current conditions of TSR LSQ and propose improvements to enhance the competitiveness of traditional routes. Therefore, this study sheds light on and provides recommendations for various managerial strategies to LSPs in the context of the TSR. This study utilizes Importance-Performance Analysis (IPA) to measure levels of importance and performance of the logistics service of LSPs that provide multimodal transport services via the TSR from South Korea to Europe. This study identifies capabilities on the basis of five criteria (price, timeliness, reliability, equipment systems, and customer service) from a customers’ perspective. The results of the research indicate that operational improvements should be considered to activate TSR multimodal transport for northern logistics routes from the perspective of Korean shippers. Specific findings show that balanced development strategies are needed for logistics routes that have not yet been significantly activated, while implying that logistics costs could be reduced initially to satisfy shippers. This study presents an operational strategy for LSPs using the TSR in northern logistics through IPA methods. Furthermore, this research can help policymakers propose specific policies to revitalize the northern logistics of Korean logistics companies and to provide incentive supports for shippers.

Integrating FMEA and the Kano Model to Improve the Service Quality of Logistics Centers

This study uses the logistics center of a large organic retail store in Taiwan to analyze service blueprint and workflow, identifying the potential points of failure and thus serving as a basis for quality improvement. The failure mode and effect analysis (FMEA) model is an effective problem prevention methodology that can easily interface with many engineering and reliability methods. The utilized method integrates the failure mode and effect analysis (FMEA) and the Kano model to explore the possible occurrence of failures in the internal workflow and services of the studied logistics center. A two-stage survey was conducted. In the first stage, an investigation was conducted by 20 logistics experts on the FMEA’s key service failures. In the second stage, a questionnaire was filled out by 220 store staff to summarize the logistics service quality factors found in the Kano model. The results show that the degree of attention and satisfaction in the priority improvement items when there were service failures vary among the opinions of different internal employees and customers. The participants jointly believed that the items that need improvement are “Damaged incoming goods” and “A shortfall in the quantities of delivered goods”.

Organizational culture in logistics companies and its impact on employee satisfaction

The aim of this research was to analyze organizational culture and the impact of different types of organizational cultures on employee satisfaction in the Slovenian logistics sector. Logistics is a service-oriented sector and therefore the impact of employee satisfaction on the quality of logistics service is even more important than in general. For the purpose of research, we conducted a quantitative survey, which combined the OCAI survey for the determination of organizational culture and the survey of employee satisfaction. The research results showed that organizational culture in Slovenian logistics sector has an impact on employee satisfaction. We can also confirm that type of organizational culture influences the satisfaction of employees. The clan and hierarchical type of organizational culture are dominant in Slovenian logistics sector. Employees prefer the clan culture which, accordingly, also leads to more employee satisfaction. It can be argued that employees in Slovenian logistics sector are the most dissatisfied with the type of market culture.

A comparative study on the online shopping willingness of fresh agricultural products between experienced consumers and potential consumers

Fresh e-commerce has developed rapidly in the past decade. However, compared with the huge number of Internet users and the huge scale of network economy in China, the utilization rate of fresh e-commerce is relatively low and the profit rate is not ideal. Based on the online survey data of 202 experienced consumers and 192 potential consumers, Amos structural equation model is used to empirically analyze the main factors that affect the online purchase willingness of fresh agricultural products of different types of consumers. The results show that: product quality, logistics service quality, online word of mouth and website information quality have significant impact on experienced consumers to varying degrees. Product quality, online word of mouth and logistics service quality have significant impact on potential consumers, but website information quality has no significant impact on potential consumers. On the basis of strictly controlling product quality and improving cold chain logistics system, fresh e-commerce enterprises should strengthen the comparative advantage of online shopping, strengthen the publicity and guidance to consumers, enhance the attraction of fresh agricultural products online shopping to consumers, promote consumers' choice and form online shopping habits.

IDENTIFICATION OF SECTORAL LOGISTICS SERVICE QUALITY GAPS BY APPLYING SERVQUAL METHOD

Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analysis is customers’ growing dissatisfaction with existing services and their quality. Quality of service no longer gives business entities a competitive edge. It is vital for companies to have different activities, to operate in different branches of the economy, and to work with different types of goods. However, despite these differences, they all want to obtain maximum satisfaction from logistics services. With this in mind, the purpose of this article is to present a study examining the impact of logistics service quality on the satisfaction of companies working with different categories of goods Results indicated that different logistics service users do not have the same requirements for logistics service quality. Moreover, it was proved that SERVQUAL method is suitable for identification of sectoral value gaps, which can be applied in practice assuring competitive advantage.

The Effect of Early Morning Delivery’s Logistics Service Quality on Customer Satisfaction: The Moderating Effect of Eco-Friendly Attitude

The Effect of Early Morning Delivery’s Logistics Service Quality on Customer Satisfaction: The Moderating Effect of Eco-Friendly Attitude

The Influencing Factors of Coffee Customers' Purchase Intention under Omni-Channel

A growing consensus recognizes that Omni-Channelmodel is more and more important for many companies. The new consumer-centric retail model which include online, offline, and logistics,provides new options for enterprise transformation.We useTPB and TAMto research the factors that affect Coffee customers' purchase intentions(PI),which will help companies make corresponding strategies and provide ideas for companies that want to transform into the Omni-Channel model.It is found that: (1)The path coefficient of perceived usefulness(PU)on PI is the largest among all paths, which is 0.501. (2)Subjective norms(SN) have a positive effect on PI, the path coefficient between the two is 0.274.(3)Product attributes(PA) and perceived preference(PP) have a positive impact on PI through PU; (4)Logistics service quality(LSQ) has a positive effect on PU and PEOU, but the significance will be lower than other measurement indicators; (5)PEOU does not directly affect PIthrough PU. Based on the analysis results, counter-measures and suggestions are proposed to improve customers' purchase intention.

Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience

This paper empirically examines the mediating role of shopping satisfaction between electronic logistics service quality (e-LSQ) and repurchase intention. Further, this paper investigates the moderating role of gender, payment options, and returns or replacement experience on the link between e-LSQ and shopping satisfaction (and repurchase intention). Empirical data comprising 640 Indian online shoppers are analyzed with covariance-based structural equation modeling. The findings indicated that the condition of the shipment is the most crucial e-LSQ dimension and its linkage with shopping satisfaction varies across payment options, gender, and returning experience. The poor condition of the shipment might have triggered the returns in e-tailing in the Indian context. The findings will help e-tail managers design a robust logistics network to retain and win despondent customers.

Вплив маркетингової діяльності на якість транспортно-логістичного сервісу

Стаття присвячена актуальному питанню здійснення маркетингової діяльності на підприємствах транспортної галузі, зокрема залізничного транспорту. У роботі визначено, що маркетингова діяльність на сучасному етапі розвитку ринкової економіки є одним з важливіших інструментів забезпечення ефективного функціонування транспорту та його конкурентоспроможності на ринку послуг, що надаються юридичним та фізичним суб’єктам господарської діяльності. У роботі проведено аналіз особливостей маркетингової діяльності, її функцій та принципів. Наведено класифікацію транспортно-логістичних послуг та визначені їх основні характеристики, розглянуто вплив маркетингової та логістичної діяльності підприємств транспорту на якість послуг, що ними надаються.

СТРАТЕГІЧНІ НАПРЯМИ РОЗВИТКУ ІНФРАСТРУКТУРИ ЗАЛІЗНИЧНОГО ТРАНСПОРТУ В УМОВАХ ТРАНСКОРДОННОГО СПІВРОБІТНИЦТВА

The article examines the views of scientists on the definition of the content of the category cooperation, which made it possible to establish the existence of political, program-Project, regional, integration, sociological, realistic and Conflict-Cooperation approaches to understanding this concept. The existing models and forms of development of cross-border cooperation are studied. The classification of types of cross-border railway transport cooperation has been supplemented with the following features: 1) project implementation duration: one-time, long-term; 2) the form of implementation of cooperation: transport communication, virtual interaction, localization of production; 3) the nature of relations: formal, informal; 4) groups of projects of strategic cross-border cooperation of railway transport: projects for the development of freight transport and logistics, projects for the development of passenger transport, infrastructure development projects, traction services development projects, production and service development projects. Examples of infrastructure projects implemented on the basis of cross-border cooperation are given. The interrelation of priorities for the development of railway transport infrastructure and goals-values of socio-economic growth of regions within the framework of cross-border cooperation is revealed. Strategic directions for the development of railway transport infrastructure within a cross-border region are defined. It is proved that the development of railway transport infrastructure within cross-border regions should occur at the expense of: first, improving interoperability with EU railways; second, expanding virtual interaction; third, stimulating the creation of localized production facilities; fourth, the growth of the quality and availability of transport and logistics services within cross-border regions.

Applying catastrophe progression method to evaluate the service quality of cold chain logistics

Logistics service quality (LSQ) is one of the key influential factors in the success of an ecommerce business. In view of the complexity of the topic, this paper proposes a novel model for fresh ecommerce cold chain LSQ evaluation based on the catastrophe progression method. In the proposed methodology, first an index system for evaluating the fresh ecommerce cold chain LSQ is established from the perspective of service recipients. Then, the comprehensive weight of each evaluation index is determined using a combination weighting approach based on maximizing deviations and fuzzy set theory. The priority weights and the ranking of the indices are determined using the catastrophe progression method. Finally, the model is applied in a case study of two representative enterprises. The study demonstrates the validity and practical applicability of the proposed model. Also, based on the evaluation results and findings, some improvement suggestions are made for improving the cold chain LSQ of similar kinds of fresh ecommerce companies.

TESTING AN EMPIRICAL NOMOLOGY OF GLOBAL LOGISTICS PERFORMANCE FUNCTIONS

ABSTRACT This paper configures analytical relationships among pertinent operationalized variables based on logistics data of countries as trading entities in the dynamics of global transactional fulfillment. The thesis models a nomologically valid explication of factors influencing logistical effectiveness, with statistically significant and substantive implications of findings. Utilizing reliable secondary data mined from the World Bank Database on nations’ logistics performance parameters, the discourse analyzes empirical effects of transportation infrastructure, consignments tracking ability, competitive order pricing, clearance process efficiency, and timely shipments delivery on logistics service quality and competence. Future research aims to bolster this model with effects of warehousing functions’ elements and macroeconomic indicators on service quality. Keywords Logistics Functions, Secondary Data, Variables, Effects, Interactions, Significances

Service quality evaluation of fresh agricultural products cold chain logistics based on principal component and neural network

With the rapid development of fresh e-commerce, the cold chain logistics service quality of fresh agricultural products has attracted the attention of businesses and customers. Starting from the connotation of cold chain logistics service quality, the evaluation index system of agricultural products cold chain logistics service quality with 13 influencing factors was established. Considering that too many dimensions of input data and strong correlation among indexes will affect the training of neural network, this paper proposes to build a service quality evaluation model of cold chain logistics of fresh agricultural products by combining principal component analysis with BP neural network. Through the actual data verification of an e-commerce logistics enterprise, the evaluation accuracy rate is significantly improved, which provides an effective method for the service quality evaluation of fresh agricultural products cold chain logistics.

The economic order quantity taking into account additional information about the known quantile of the cumulative distribution function of the product’s sales volume

In modern logistics and supply chain management, the task of inventory management is paramount. The total costs of the enterprise and consequently, its profit, directly depend on the accuracy of calculating the volumes and terms of orders. In this work, the problem of increasing the accuracy of calculating the economic order quantity for a product was solved by involving additional information about the known quantile of a given level of the distribution function of the volume of product’s demand. The quantile information was used to recalculate the annual demand for the product, based on a modified estimator of the sales expectation for the period. The modified estimator is asymptotically unbiased, normal, and more accurate than the traditional sample mean in the sense of mean squared error. New formulas for calculating the economic order quantity and its confidence interval were presented and tested on real data on the monthly sales volumes of goods of a large retail store network over two years. It is shown that the classic way of mean calculation led to an underestimation of the volume of the economic order quantity, which in turn increased the risk of a shortage, and hence a drop in the quality of logistics services. The new calculation method also showed that the period between orders should be one day shorter. The work is practically significant; according to its results, recommendations are given to the enterprise.

Implications of Sectoral Logistical Capabilities for Export Competitiveness: A Public Policy Perspective for Interventions in the Logistics Sector

This article takes a public policy perspective and captures the implications of sectoral logistical capabilities for export competitiveness to obtain directives for developmental interventions in the logistics sector. We specifically develop a logistical policy intervention framework that links trade logistics performance and exports at the country-level with the objective to identify strategies for a nation's logistics policy formulation. Theoretically, the framework relies on the “macro-institutional view of the logistics systems environment,” which is an emerging global value chain perspective to model global trade scenarios. This perspective accounts for the influence of diverse operational capabilities at a sectoral scale, multiple institutions, and socio-economic environments in governing the performance of a nation's logistics systems in global trade. Methodologically, a rigorous nonlinear regression modeling approach highlights nonlinear discontinuities associated with the impact of logistical policy interventions fostering sectoral logistical capabilities (for example, developing logistics infrastructure or improving the state of logistics service quality in the nation) to boost the export viability of a country in the global economy. The results also highlight critical environmental bottlenecks that govern the efficacy of such interventions. This article pioneers to mainstream the public policy underpinning of logistics systems, and via this contextualization, it contributes to the agenda of mastering policy challenges in engineering and technology management.

A Conjoint Approach to Understanding Online Buyers’ Decisions towards Online Marketplaces

The marketplace-based e-commerce is the dominant type so far. Therefore, it is important to understand the decisional attributes and their relevance for online consumers when choosing marketplaces. However, little research is devoted to this issue. This paper outlines seven attributes of marketplace based on three theories, including ease of use, usefulness, logistics service quality, effectiveness of feedback mechanisms, effectiveness of escrow service, effectiveness of information security services, and effectiveness of dispute resolution mechanisms. Via conjoint analysis methodology, we find that for the whole sample effectiveness of dispute resolution is the most important attribute, whereas logistics service quality is the least important one. The results further reveal gender has impacts on the relative strength of each attribute: while male buyers think some attributes (i.e., effectiveness of dispute resolution mechanisms and effectiveness of information security services) are more important than others (i.e., logistics service quality), female buyers consider that each attribute is equally important. This study suggests that institutional theory and technology adoption model offer more relevant theoretical perspective than the logistics service theory for marketplace choice. Though having limitations including focusing on young users in one region, this paper offers several theoretical contributions to research and some insights for practice.

The Effects of Corporate Social Responsibility on the Job Satisfaction of Korean Parcel Logistics Delivery Persons

전자상거래와 모바일 유통시장 확대에 힘입어 국내 택배 산업은 급속히 성장해 왔다. 택배 산업은 일자리 창출 기여가 크고 다른 상거래를 촉진하는 기반으로 중요성이 증대되고 있다. 택배 산업 경쟁력과 서비스 품질 향상에 있어 고객 서비스접점에 있는 택배 종사자의 역할은 중요한데 업무환경과 관련된 잠재된 갈등 해결에 대한 체계적 접근이 요구된다. 이 논문은 택배 종사자의 조직 만족에 영향을 미치는 요인을 기업의 사회적 책임(CSR) 관점에서 분석한 연구이다. 택배 종사자가 인식하는 기업의 사회적 책임과 조직 만족의 영향관계를 설정하고 조직공정성 인식이 미치는 조절효과를 탐색하였다. 국내 주요 택배 기업에 소속된 271명의 택배 기사를 대상으로 설문조사를 실시하였다. 계층적 회귀분석을 통해 분석한 결과는 택배 종사자가 인식하는 소속기업의 CSR이 높을수록 조직 만족이 높아진다는 가설을 지지하고 있다. CSR인식이 택배물류 기업의 구성원 조직 만족에 긍정적인 영향을 준다는 것을 확인하였다. 그러나 조직공정성의 조절효과는 경향성만 확인했을 뿐 통계적으로 유의한 수준에서 검증하지 못했다. 이 연구는 최근 급성장한 택배 물류 서비스의 현안 문제 해결에 대한 학술적, 실무적 시사점을 제공하고 있다. 택배 서비스 종사자의 정서, 감정, 태도에 대한 연구의 확장으로 의미가 있으며 특히 비대면, 비접촉이 강조되는 전염병의 대창궐 시대에 규모나 역할 면에서 중요성이 증가하는 택배종사자의 직무 만족을 다룬 문헌으로 학술적 차별성이 높다. CSR활동이 소속된 택배 종사자가 물리적, 정서적으로 노동강도가 높은 상황에서 겪을 수 있는 인지부조화를 줄이고 소속감을 높여 결과적으로 서비스 품질 향상에 기여할 수 있다는 실무적 시사점을 제공한다.With the increase in mobile commerce, the Korean parcel industry has grown dramatically. This industry facilitates the development of other relevant sectors, and has the potential to create jobs. Delivery persons play a critical role in enhancing the industry’s competitiveness and the service quality of parcel delivery logistics. Thus, scholars and practitioners highlight a comprehensive approach to coping with issues related to the working conditions of delivery persons. This study examines the effect of delivery persons’ perceptions of corporate social responsibility(CSR) on organizational satisfaction by considering perceived organizational fairness as a moderator. An analysis using 271 responses provides evidence that delivery persons’ CSR perception is likely to enhance their job satisfaction. However, the moderating role of organizational fairness between CSR perception and job satisfaction is not supported. This study provides insights and implications for managers and policymakers who wish to enhance the parcel industry’s competitiveness and service quality from a delivery person’s perspective.

Product Category and Shopping Options of Logistic Service Quality

Product Category and Shopping Options of Logistic Service Quality