Physical Distribution Service Quality Research Articles

Collaboration in the Physical Distribution Service Quality of Soft Drinks: A Case Study of Beverage Manufacturing Companies in South Africa

Collaboration in the Physical Distribution Service Quality of Soft Drinks: A Case Study of Beverage Manufacturing Companies in South Africa

Performance Evaluation of Logistics Service Provider (LSP) in FMCG Companies Using Physical Distribution Service Quality (PDSQ) Dimension: Case Study

Increasingly fierce business competition requires companies to be able to meet customer desires on time, in the right amount and in the right quality. FMCG XXX Company is a skin care product manufacturing company that focuses on production activities. Therefore, the company transfers product distribution activities to customers (distributors) to Logistics Service Providers (LSP). FMCG XXX hold consumer’s satisfaction in the highest regard. Along with the increasing number of activities being diverted, FMCG XXX companies aim to evaluate LSP performance through appropriate indicators. The indicators evaluated in this study adopt dimensions in Physical Distribution Service Quality (PDSQ) which consist of three dimensions, namely timeliness, availability and condition. Based on the results of the study, 13 indicators were obtained that FMCG XXX Company used to evaluate LSP performance. In general, around 69% of LSP's actual performance has been able to meet the targets set by the company, where two indicators are able to exceed the target and seven indicators are in accordance with the target. However, the company still has to focus on four indicators that have negative deviations because the actual performance value is less than the target set by the company. Negative indicators come from the availability and condition dimensions. The company coordinates with LSP to design improvement projects in order to improve actual performance according to the company's targets.

The Impact of Collaborative Communication on the Physical Distribution Service Quality of Soft Drinks: A Case Study of Beverage Manufacturing Companies in Greece

This research aimed to use the collaborative communication aspects of information sharing, incentive alignment, and decision synchronization to explain physical distribution service quality in the soft drink demand chain. The research was prompted by a desire to learn more about a topic that has received little attention in Greece while also contributing information about the variables that influence the performance of soft drink distribution networks. Manufacturers in Greece provided the data. The aspects of collaborative communication were significant determinants of the physical distribution service quality. Physical distribution service quality was shown to be significantly predicted by incentive alignment and information sharing, but not by decision synchronization. This research shows that collaborative communication aspects such as information sharing, decision synchronization, and incentive alignment enhance physical distribution service quality in soft drink demand chains. The research used a primary sample of 200 study participants from different drink manufacturing plants around Greece. In our research, we focused on vertical cooperation between manufacturers and distributors and its effect on physical distribution service quality. This is a relatively unexplored topic in the developing world. According to the scholars cited in the literature review, information exchange, incentive alignment, and decision synchronization improve physical distribution service quality in demand chains.

Online retailer cold chain physical distribution service quality and consumers: evidence from China during the COVID-19 pandemic

ABSTRACT In order to improve the satisfaction of online retail consumers and explore the process of forming consumer loyalty during the COVID-19 pandemic, this research combines the theories of perceived value and affect-as-information, taking cold chain logistics services (PDS) as an example to discuss the influence of PDS quality (PDSQ) of online retail cold chain on consumers’ psychological emotion (satisfaction and psychological distress), attitude, and behaviour (loyalty). We collected 350 valid responses from an online response team in Wuhan, China, and analysed the data using exploratory factor analysis and structural equation modelling. Results reveal that the general psychological distress of consumers plays an intermediary role in the influence path of PDSQ on consumer loyalty during the pandemic. Therefore, online retailers should combine logistics services with measures to alleviate consumer psychological distress in disaster situations, which can increase consumers’ loyalty to online retailers.

Leveraging Consumers’ Showrooming Behaviour – A Supply Chain Perspective

With the mushrooming of new technologies and changing customers' shopping habits, it becomes absolutely necessary to understand the reasons and appreciate the customers' needs and preferences in an optimal way. Showrooming and Webrooming are the new terms which are making rounds in the prevailing multi-channel customer centric business model. In both these cases, consumers can interact with retailers across channels anytime, anywhere and at their convenience. Due to adversity of products and brands, shoppers of today hardly make an instant purchase decision. They would rather search and evaluate products either online or in-store. Though intense research seems to be happening with the focus on identifying ways to curb this behaviour, it has actually become a challenge to the back-end players of the supply chain, mainly the physical distribution. This study attempts to understand those dimensions of service quality of physical distribution; the dimensions of service loyalty that has an influence on showrooming behaviour of consumers’ of electronic goods in order to determine those factors of physical distribution service quality that has influence on service loyalty. The study is focused on the customers of electronic goods like mobiles, laptops and other electronic accessories.

The effect of physical distribution service quality on customer perceived value in Omni-channel

The effect of physical distribution service quality on customer perceived value in Omni-channel

The influence of guanxi on physical distribution service quality availability in e-commerce sourcing fashion garments from China

The purpose was to investigate the influence of guanxi (personal relationships) on availability within physical distribution service quality (PDSQ) for sourcing high street fashion garments from China via e-commerce. The research reviewed articles on guanxi and although it is still widely considered important its contribution and nature appears to be changing as Chinese business practises and sourcing policy have matured over time. Qualitative research was used in two Chinese based case study companies with detailed access through semi structured face-to-face and telephone interviews. The findings suggest that personal relationships through guanxi can facilitate e-commerce availability of fashion product, particularly where there is limited lead time in the sourcing activity, although its form and application in each case study company and their respective supply network was not as widespread as had been previously reported. The form of guanxi was observed as personal relationships but some aspects of co-operative relationships were also found. Since the paper is based on a phenomenological ontology the findings are largely exploratory. Future research should focus on understanding physical distribution service quality and personal relationships in other sectors. Guanxi by definition is an unstructured array of socially-based relationships without a simplistic rationale or logic. By understanding how guanxi is applied in a supply chain management context will aid those practitioners involved in an e-commerce Chinese business practise.

PERBAIKAN DESAIN SISTEM DISTRIBUSI IKAN DENGAN MENGINTEGRASIKAN METODE PHYSICAL DISTRIBUTION SERVICE QUALITY (PDSQ) DAN LEAN SIX SIGMA PADA DISTRIBUSI IKAN DI KABUPATEN SIDOARJO

Abstract The fresh fish demand increase in the Sidoarjo district can be seen from the fish production amount increase which could be found in the fish market. The fish market became a fresh fish distribution center from fish farmers to customers. To keep the qualities of fish and its distribution services, designing the system design of fish distribution is need to be conducted. The aim of this research is to design a system design of fish distribution by integrating physical distribution service quality (PDSQ ) methods and lean six sigma methods at a fish market in Sidoarjo. This research is conducted to give a suggestion for fisheries and maritime department of Sidoarjo in providing services to public. This research began by measuring the quality of service by using the PDSQ method, then the highest of negative gap value would be identified to find “the waste” by lean method during the distribution process from producer to consumer which affects the quality of service, and than measured capability process using the six sigma method. By using both methods in implementing the system design improvement of fish distribution in Sidoarjo, the results show that the quality of services has increased the distribution of fish by the presence of some improvements facilities. These can be seen from the value of fish qualities which has increased in the reckoning of customer satisfaction from the gap value of each dimensions namely timeline of -2.08 becomes -0.81, availability dimension of -3.36 becomes -1.7, and condition dimension of -1.96 becomes -1.17, and scores of process capabilities of 4.11 becomes 4.43. The improvement of system design from this existing condition is by involving integrated service unit (UPT) of fish market as a control of the quality of fish and its distribution process to increase the customer satisfaction.

PHYSICAL DISTRIBUTION SERVICE QUALITY THROUGH IRANIAN CONVENIENCE STORES RETAILERS PERSPECTIVES: A MIXED METHOD APPROACH

Due to the importance of Physical Distribution Service Quality (PDSQ) in logisticsystems, the purpose of this paper is to design a practical scale for measuring theconstruct through the perspectives of Iranian convenience store retailers. A mixedmethodapproach was employed for the study; in- depth interviews were first carriedout with 16 Iranian experienced retailers who actively had worked in the industry;then content analysis was employed to identify the key underlying factors of PDSQ.Using the cluster sampling technique, 100 respondents from a retailing sector of 4regions out of 22 regions of Tehran were selected for testing the measurement modeland determining the importance and satisfaction level. 10 important PDSQ factorsthrough perspective of Iranian convenience retailers were extracted and categorizedin three dimensions including: Coordination of distribution agent (3 factors),Ordering condition (3 factors), and Behavioral features of distribution agents (4factors). IPA diagram was drawn finally.

Suppliers Logistics Service Quality Performance and its Effect on Retailers’ Behavioral Intentions

Physical distribution service quality is considered as a source of competitive advantage for manufacturers, since it can be viewed as a differentiation factor in the way they are perceived by retailers. Nevertheless, there is neither consensus about its dimensions, nor on how they are related to retailers’ behavioral intentions. The aim of this paper is to propose and empirically test a conceptual framework of Logistics Service Quality (LSQ) that combines both process and outcome quality dimensions and to investigate how these dimensions are related to retailers’ behavioral intentions comprised of their engagements in word-of-mouth communication and intentions to retain their suppliers. Contrary to previous studies, formative instead of reflective indicators are used to conceptualize logistics service quality dimensions. Partial least squares path modeling was used to analyze the responses of 202 retailers in the construction materials industry, which were collected via personal interviews using a properly designed questionnaire. The results showed empirical support for 1) the two-dimensional approach to conceptualize LSQ and the formative approach for their measurement and 2) the hypothesized effects of proposed LSQ dimensions on retailer's behavioral responses. Implications for practice and directions for future research are then discussed.

The interface between retailers and logistics service providers in the online market

PurposeThe growth in online shopping has presented challenges for physical distribution service quality (PDSQ) provided by retailers, including both multi‐channel and pure players, and logistics service providers (LSPs). Issues emerging from a consumer survey regarding electronic physical distribution service quality (e‐PDSQ) informed this paper's research, which aims to consider this phenomenon.Design/methodology/approachThe research study employed qualitative interviews with retailers, logistics service providers and experts to consider the consumer survey findings and discuss the current market situation and suggestions for improvement.FindingsInterviewees confirmed that pure players offer better e‐PDSQ than multi‐channel retailers as well as important constructs of availability, time, condition and returns regarding this phenomenon, but also raised issues of relationships between retailers and LSPs and costs regarding service trade‐offs.Research limitations/implicationsThe research undertaken was exploratory and will require further and wider testing in other contexts and geographical areas to assure external validity.Practical implicationsThe findings have strategic importance for online retailers and LSPs to achieve competitive advantage and offer superior customer service.Originality/valueThis paper extends earlier, limited work on e‐PDSQ and considers retailer and LSP points of view concerning previous research into consumer expectations and perceptions of e‐PDSQ.

Small business industrial buyers' price sensitivity: Do service quality dimensions matter in business markets?

One of the major obstacles to effective pricing emanates from difficulties experienced in predicting business buyers' price sensitivity. With a view to obviating these obstacles, this study examines the effect of five key physical distribution service quality dimensions on price sensitivity from the perspective of small and medium retail buyers. Based on a survey of 233 cellular phone retailers in China, the authors articulate how the five salient service quality dimensions exert either direct effects on price sensitivity or indirect impacts through perceived value and customer satisfaction. Theoretical and managerial implications are also provided for effective retailer relationship management, profitability improvement, and customer segmentation in distribution channels.

Physical distribution service quality in online retailing

PurposeMany traditional retailers use the internet as a complementary business channel while “pure player” retailers only sell products via the internet. The question of who is better at offering electronic physical distribution service quality (e‐PDSQ) is open to debate. But, despite e‐PDSQ's importance there are few empirical studies and most have focused on general service quality of internet shopping or web site design. The purpose of this paper is to discuss and empirically test a conceptual framework for e‐PDSQ from the consumer's perspective.Design/methodology/approachThis paper follows a two‐stage paradigm for scale and construct development, which is presented in a framework based on the concept of order fulfilment as a key driver in e‐PDSQ. Consumer postal surveys were conducted in Edinburgh, UK.FindingsThe consumer survey confirmed the appropriateness of the adopted e‐PDSQ framework. The finding that price is the most important online purchasing criteria is in accordance with Verdict which suggests that price is the principle motivator in the home delivery market as the retailing market is getting more price‐transparent and consumers are becoming more price‐sensitive.Originality/valueEarlier work has provided insight into how e‐PDSQ, represented by availability, timeliness and reliability. This paper extends this work and empirically tests and confirms an e‐PDSQ framework to investigate differences between multi‐channel and pure player retailers, and provides a parsimonious set of e‐PDSQ variables and constructs for retailers to use to design and operate their online offerings.

Developing a framework for measuring physical distribution service quality of multi‐channel and “pure player” internet retailers

PurposeMany traditional retailers use the internet as a complementary business channel and thus sell products through multiple channels. In contrast, “pure player” internet retailers only sell products via the internet. A proliferation of pure players over the past few years has intensified competition in the online shopping market and the question of who is better at offering physical distribution service quality (PDSQ), multi‐channel retailers or pure players, is open to debate. Despite PDSQ's importance in an electronic commerce environment there are few studies to date and most have focused on general service quality of internet shopping. The purpose of this paper is to discuss this phenomenon and posit a conceptual framework for further investigation.Design/methodology/approachThis paper reviews the literature to develop variables and constructs for investigation following the first stage of Churchill's paradigm for scale development, which are presented in a framework based on the concept of order fulfilment as a key driver in electronic PDSQ, or e‐PDSQ.Research limitations/implicationsThe framework is presented for future investigation, thus there is no empirical study in this paper.Practical implicationsPDSQ has strategic importance for retailers to achieve competitive advantage and offer superior customer service, particularly for pure players as they are considered intangible services compared to their multi‐channel competitors. This importance also extends to the e‐commerce environment.Originality/valueEarlier work has provided insight into how e‐PDSQ, represented by availability, timeliness and reliability, is affected by pricing, transactions and firms. This paper extends this work and presents an e‐PDSQ framework to investigate differences between multi‐channel and pure player retailers.

Physical distribution service quality in Internet retailing: service pricing, transaction attributes, and firm attributes

This paper develops a theoretical framework and empirically investigates physical distribution service (PDS) quality by Internet retailers in their transactions with consumers. An analysis of data that measure hundreds of electronic commerce transactions along with data at the firm level shows that higher shipping and handling charges are good indicators of better PDS quality. Other transaction-level conditions and firm-level attributes also affect PDS quality, as measured by availability, timeliness, and reliability. Most notably, when the net price of products transacted increases, PDS reliability and availability decline. Furthermore, Internet-retailer size is found to favor PDS availability whereas, surprisingly, newer Internet retailers exhibit a higher level of PDS availability than many of their incumbent competitors.

Measuring physical distribution service quality

Measuring physical distribution service quality

Measuring Physical Distribution Service Quality

The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service quality, the authors examined the literature on physical distribution and service quality and conducted interviews with purchasing managers. Based on the results of the literature reviews and interviews, plus a two-step data-gathering process, a valid and reliable measurement instrument for perceptions of physical distribution service quality (PDSQ) was developed and refined.