Product Service Delivery Research Articles

Factors Affecting Customer Satisfaction on Online Shopping: An Empirical Study

This paper examines the effect of website layout, privacy and security, customer experience, customer service, and product delivery service on online shopping satisfaction in Malaysia. With swift economic development and advanced digital technology infrastructure, online shopping in Malaysia is undergoing transformation. Businesses are advised to change their business operation towards digitalization. In this study, the survey link containing the questionnaire was sent to 300 respondents randomly via several online social media platforms. As a result, 257 responses were received with 85.67% of the response rate. Based on the findings from the multiple regression analysis, website design, customer experience, and product delivery service all had a significant impact on online shopping satisfaction. Further investigation also revealed that website layout was the most important determinant of satisfaction. Therefore, it is critical for online retailers to better understand their online customers' preferences to create better customer values that lead to customer satisfaction and the development of long-term profitable relationships.

A Survey on Community Pharmacists’ Interest in Providing Online Pharmacy Services

There is scarce information on the adoption of e-commerce among retail pharmacists in developing countries. E-pharmacy is defined as community pharmacies provide either singular or a combination of online pharmacy services e.g., virtual dispensing of controlled medicines, online medicinal product consultation, medication-health related online services, health supplements and beauty product online consultation and product delivery services. This study aimed to explore the interest among licensed retail pharmacists to adopt e-commerce as part of their business provisions and to determine key determinants of their interest in providing e-pharmacy services. A self-administered online survey was distributed to 3858 licensed community pharmacists using an email list which was provided by the Pharmacy Enforcement Division, Ministry of Health. The response rate was 9.15% (N=353). Findings showed that 78.2% of the respondents were interested in providing e-pharmacy services. The key determinants of their interest were influenced by community pharmacists’ perceptions towards consumer norms in subscribing to online services, socio-technology trends, pressure from competition and readiness to comply with e-pharmacy regulatory requirements. This study urges the pharmacy authority to formulate business-friendly requirements in empowering community pharmacists to adopt e-pharmacy services and establish a conducive environment for community pharmacists to innovate pharmacy practices. E-pharmacy will benefit the public by providing access to quality medicinal products at competitive prices.

SLA-trust-energy aware path computation for critical services in Blockchain-enabled intelligent transport system

The innovation in the Internet of Things (IoT) has amplified numerous time-bounded critical applications in different areas such as healthcare, banking, industries, product delivery services, and online food services. In this paper, an effort has been made an effort to propose a novel framework for critical services in Intelligent Transport systems (ITS). In ITS, critical services involve activities such as the exchange of information or transmission of data among vehicles, accessing of information in the case of accidents, determination of the best-routed route from the current location to a hospital, and determination of a low-congestion traffic route during working hours. The unavailability of any information leads to considerable loss of business, life, or property. This study aims to quantify the transportation service assurance by conceptualizing Service Level Agreements (SLAs) for various critical services, the energy requirement for complete data transmission, and providing Blockchain-enabled secured data transmission by calculating trust metrics of IoT nodes using a trust analyzer. In conclusion, the proposed mechanism is evaluated against various routing parameters by quantifying mean satisfied routes in ITS, throughput, delay, energy efficiency, trust in data transmission, and results with security configurations for tolerance toward attacks.

Pengaruh Kepercayaan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Lion Parcel Di Kota Tebing Tinggi

The development of the need for product delivery services as a necessary facility, even in modern times, many people open online businesses by sending products from one area to a different area. This study aims to determine the effect of Trust and Service Quality on customer satisfaction at Lion Parcel in Tebing Tinggi City. This type of research is quantitative. This study used a sample of 50 respondents. Sampling using incidental sampling technique. The test tools used are validity and reliability tests, classical assumption tests, multiple regression analysis, hypothesis testing via t-test, f-test and the coefficient of determination. The test was carried out using SPSS version 25. The results showed that hypothesis 1 tcount (1.031) < ttable (2.0106), as well as a significance value of 0.308 > 0.05 Trust has no significant effect on customer satisfaction. it can be seen that tcount (6.129) > ttable (2.0106), and a significance value of 0.000 <0.05, it can be concluded that hypothesis 2 is accepted, Service Quality has a significant effect on Customer Satisfaction. it can be seen that the variables of Trust and Customer Satisfaction have a significant effect on Customer Satisfaction. It can be seen that Fcount 20.467 > Ftable 2.72, and a significance value of 0.000 <0.05, it can be concluded that hypothesis 3 is accepted, Trust, Service Quality have a joint effect on Customer Satisfaction.

Delivery mode selection of home furnishing e-retailer based on a combination of logistics delivery and installation service

With the increasing demand for online home-furnishing products, product delivery services, especially installation services, have become increasingly regarded as bottlenecks and key factors for success. Meanwhile, customers have different preferences for a combination of delivery modes because of separated or synchronized logistics delivery from installation services. It is essential for online home-furnishing e-retailers to self-build or outsource installation services. This study investigates the optimal delivery mode selection of home-furnishing e-retailers in a home-furnishing supply chain consisting of a home-furnishing e-retailer, a third-party installation service provider (ISP), and a third-party logistics service provider (LSP). Specifically, we explore three alternative modes: (ⅰ) The home-furnishing e-retailer undertakes the installation service (Mode E); (ⅱ) the ISP undertakes the installation service (Mode I); (ⅲ) the LSP undertakes the installation service (Mode L). The results reveal that the self-build mode does not always generate the highest installation service level, and the integrated delivery mode may generate the highest installation service level when the cost performance of the installation service is relatively low. Moreover, optimal delivery mode selection depends on the installation service’s cost performance. When the installation service’s cost performance is relatively low, the e-retailer and the LSP reach a “win-win” situation from the integrated delivery mode. When the installation service’s cost performance is relatively high and the self-build fixed cost is low, the e-retailer and the LSP reach a win-win situation from the self-build mode. Interestingly, compared with the outsourced integrated service mode, the self-build integrated service mode is not a better choice for the e-retailer if the self-build fixed cost is too high. Our study contributes to the growing literature on home furnishing and guides the implementation of delivery strategies for large-product online retailers.

Technological Innovation and Circular Economy Practices: Business Strategies to Mitigate the Effects of COVID-19

The Corona Virus Disease 2019 (COVID-19) has been a tough test on companies in the global food sector supply chain, exacerbating the realities and deficiencies it presents in developing economies. This situation has been reflected in the firm’s performance (F.P.) due to the lack of business conditions to respond to the current pandemic. However, in some companies, the adverse effects of COVID-19 have been counteracted due to endowment and technological capabilities. Thus, this study examined the role of technological innovation (T.I.) and business data analytics (B.D.A.) in the F.P. of foods in Ecuador during COVID-19. A questionnaire collected the information from the food firms. Then, Covariance-Based Structural Equation Modeling processed the collected information. We found that (B.D.A.) mechanisms and different levels of T.I. within the developing market significantly shape the F.P. The results showed that the B.D.A. enables circular economy (C.E.) practices and the improvement of product delivery services, which constitutes an improvement of the F.P. The COVID-19 outbreak did not significantly affect T.I., unlike what happened with B.D.A. This study concluded that firms with the most extraordinary technological production processes have been the least affected during COVID-19. This study suggested that policy measures should boost food firms’ technological endowment to improve their resilience in uncertainty and risk scenarios.

HarBest: An e-Commerce Agricultural Product Delivery Service Analyzed and Designed Using Progressive UI Framework and MySQL

HarBest: An e-Commerce Agricultural Product Delivery Service Analyzed and Designed Using Progressive UI Framework and MySQL

Exploring the inclusion of teaching and learning on assistive products in undergraduate curricula of health sciences faculties at three South African Universities

Background Providers must be knowledgeable on policy, systems and products to provide a person centred service and prescribe the most appropriate assistive product for each user. Aim This study aimed to determine to what extent teaching and learning on assistive products are included in undergraduate curricula of the Health science faculties at three universities in the Western Cape Province of South Africa. Methods Data were gathered through a cross sectional survey. Fifteen programmes were approached of whom eight participated. Information on teaching on assistive products was sourced from purposively identified key informants, through e-mail questionnaires. Descriptive analysis was done. Results A total of 104 assistive products were included in the eight programmes. Manual wheelchairs were the only product for which teaching was underscored by policy guidelines. Handheld mobility devices and wheelchairs were covered by five programmes. Teaching on assistive products for self-care, participation in domestic life, indoor and outdoor activities, employment and leisure was limited. Thirty seven products listed on the GATE List of 50 were taught by at least one of the programmes. Teaching and examination were theoretical in nature and occurred in professional silos. Clinical exposure was often incidental. For many products none of the four service delivery steps were covered. Conclusion Assistive products were included in all the participating undergraduate programmes. The range of included products and the level of training were insufficient to prepare graduates to effectively address user’s needs. Newly appointed graduates will require early in-service training to ensure appropriate assistive product service delivery. Implications for rehabilitation Undergraduate teaching on assistive products is provided in professional silos. Not all products on the GATE APL of 50 are included in under graduate teaching. Teaching does not always ensure a proficiency level that will support graduates to provide an independent AT service.

Android-based Mobile Application for Door-to-Door Product Delivery

Many companies, such as Aramex, FedEx, and SMSA, offer product delivery services. However, the delivery process through these companies is costly and/or requires the customer’s physical attendance at the company to get the sent shipments. There is a persistent need to improve the delivery process in Saudi Arabia to reduce the effort, cost, and time that the customer spends to get the shipped products. This paper presents a new delivery approach in Saudi Arabia by developing an Android-based MobApp that allows the customers to use their mobile devices to send and receive shipped products at their doorstep by submitting online requests through the developed MobApp. The proposed MobApp, named as Door-to-Door (D2D) product delivery MobApp, guarantees fast and costless service among its competitors. The MobApp will provide its customers a reliable delivery process. It aims to provide a domestic delivery chain with whomever to wherever within Saudi Arabia. In addition, the proposed delivery MobApp allows the customers to create, update and track the delivery orders. Moreover, the proposed D2D delivery MobApp is easy to install and use, it provides a friendly GUI and has a powerful steady performance.

Android-based Mobile Application for Door-to-Door Product Delivery

Many companies, such as Aramex, FedEx, and SMSA, offer product delivery services. However, the delivery process through these companies is costly and/or requires the customer’s physical attendance at the company to get the sent shipments. There is a persistent need to improve the delivery process in Saudi Arabia to reduce the effort, cost, and time that the customer spends to get the shipped products. This paper presents a new delivery approach in Saudi Arabia by developing an Android-based MobApp that allows the customers to use their mobile devices to send and receive shipped products at their doorstep by submitting online requests through the developed MobApp. The proposed MobApp, named as Door-to-Door (D2D) product delivery MobApp, guarantees fast and costless service among its competitors. The MobApp will provide its customers a reliable delivery process. It aims to provide a domestic delivery chain with whomever to wherever within Saudi Arabia. In addition, the proposed delivery MobApp allows the customers to create, update and track the delivery orders. Moreover, the proposed D2D delivery MobApp is easy to install and use, it provides a friendly GUI and has a powerful steady performance.

A dynamic programming approach for storage location assignment planning problem

Online retailers usually provide fast product delivery service to attract consumers and in consequence boost their sales, which enforces warehouses or distribution centers to fulfill customer orders within tight time windows. This paper presents a novel approach to improve the order-picking operation which is the most time- and labor-intensive activity in the process of order fulfillment. We are motivated by the fact that many product demands fluctuate over time and it would be benefic to update storage location assignment in time to reassign the most popular products in each period to storage locations nearest to the depot. We formulate the problem as an integer programming and develop a dynamic programming approach to solve it. To evaluate the proposed method, an computational experiment is conducted and the results are reported.

Lead time performance in a internet product delivery supply chain with automatic consolidation

Internet sales have increased exponentially in the last decade. Much of the internet sales are of physical products in urban areas that require product delivery transportation with a tight delivery lead time. With this challenge, a new type of transportation services has been developed aiming to cope with a strict control of transportation lead time. In this paper, an internet product delivery service with customer orders that are multi-item as well as single item is simulated. We address specifically the mismatch between supply and demand when retailers for any reason are unable to estimate the configuration of multi-item orders. Three scenarios of demand patterns are simulated (demand as forecasted, lower than forecasted and higher than forecasted) using discrete-event simulation to look at the effect on transportation lead time. Results show the positive effect on the mismatch between demand and resource capacity which is expressed in higher number delayed delivery orders. The excess of capacity in the product delivery supply chain has not a positive impact on delivery time of orders as technically orders are not delivered before the multi-item components are not available. This leads to think that the excess of resources are not an element that add value to customers waiting for their orders.

Relationship-Courier Partner Logistics and E-Commerce Enterprises in Malaysia: A Review

Background/Objectives: The term “logistics services and e-commerce” have been in use for more than 10 years, but has recently become an important subject of analysis and empirical investigation. It is common in Malaysia in logistics services like courier services companies which they call customers for whom buy their services and for e-commerce enterprises that they call courier services companies as a business partner or Courier Partner Logistics (CPL) where CPL provided any logistics services for their business operations. This paper presents and reviews the milestone and development of logistics operations in courier services companies and e-commerce enterprises in Malaysia. This paper also will show the relationship between both of them which are logistics/courier services companies and e-commerce enterprises. Methods/Analysis: We use a qualitative and quantitative method such as interview and observation (qualitative) to verify of questionnaires (quantitative) this study by experts in the field of logistics especially in courier firms and e-commerce enterprises. Findings: In reviewing literature we find that online users in Malaysia are greater than Singapore, but for Malaysia’s e-commerce of retail only 0.2% compared than Singapore 1.0%. It means entrepreneurs in Malaysia still not aware in utilization and advantages of Internet or ICT in their business. In Asian countries, most of among them are still in initial stage to the development of e-business, especially Malaysia, but for e-commerce level companies Malaysia, they also try to show good performances and advanced with assistance and support by Malaysia government such as Multimedia Development Corporation (MDeC) and efficiency of logistics by courier companies within product delivery service provider, so this is one way to e-commerce enterprises develop business towards to e-business level. Applications: In conclusion, it could help to acknowledge the current levels management and ability as well as the role of logistics/courier services and e-commerce enterprises’ performances. Thus, it could guide both of them to renew their perceptions of the effects of the managing knowledge operations and services to better develop and also enhance their operational practices. So, both of them could survive their business to compete with others competitors. In addition, the significance of this study and benefit for future research is clearly known about the relationship strength between them (relationship among the two industries namely courier services companies and e-commerce enterprises’ performances).

Product delivery service provider selection and customer satisfaction in the era of internet of things: A Chinese e-retailers’ perspective

In this study we focus on how e-retailers who deal with innovative products in the era of the Internet of Things (IoT) select product delivery service providers to ensure timely and efficient delivery to customers. Based on the asset–process–performance framework, we propose a triadic model that includes e-retailers, product delivery service providers and customers to achieve synergy and customer satisfaction in the era of the IoT. We find that substantive selective criteria should include consideration of product delivery service providers’ hard and soft infrastructure. In addition, flexibility is a key criterion that will strengthen the relationship between e-retailers and product delivery service providers to improve the competitiveness of e-retailers as well as to satisfy the customers. We validate the model using data from 148 Taobao e-retailers. Our results indicate that both hard and soft infrastructures have positive influence on flexibility which in turn has a positive impact on customer satisfaction. Indeed, flexibility fully mediates the relationship between hard and soft infrastructures and customer satisfaction. Our theoretical triadic model is one of the first attempts in providing product delivery service providers selection criteria for e-retailers selling innovative products and its influence on customer satisfaction. Our findings provide guidelines for both e-retailers and product delivery service providers to improve their competitiveness.

Decision Support Aids for Eco-reliable Product-service Delivery

Abstract Ecology is XXI century threat, requiring a new revolution, whether the civilisation continuance is sought. In common construal, the way out is equivocally referred by the overworked ‹sustainable growth› words. The exploration attacks the overall economic, political and social frames, to outline the changeover, finally, identified as the inclusive society solution, and serviceably described supported by suited decision aids merging the new enterprises sustainable frames and obtaining a wide transparency of the supply chain.