Logistics Service Quality Research Articles

Retracted: Construction of Rural E-Commerce Logistics Service Quality Evaluation System and IoT Applications under the Background of New Retail

Retracted: Construction of Rural E-Commerce Logistics Service Quality Evaluation System and IoT Applications under the Background of New Retail

Logistics Management and Quality Of Service in a Municipality of Bagua, Peru

Purpose: The objective was to determine the effect of the LM on the QS in the municipality of Bagua, Peru. 
 
 Theoretical framework: The existing literature provided new findings on both logistics management and service quality. However, there is still much to research and learn about these variables in the public sector as it is a constantly evolving development.
 
 Design/methodology/approach: The methodology was mixed, basic, descriptive-correlational, 08 officials were interviewed, and 52 users were surveyed.
 
 Findings: The results revealed that when the LM is inadequate the QS is inadequate seventy percent, but when the LM improves, the QS increases to moderate 78.1%, this means that if the LM complies correctly with each of the operational functions, then an improvement in the QS can be guaranteed.
 
 Research, Practical & Social implications: To achieve efficiency in logistics management, all activities that occur along the flow of materials, information, finances and returns from one point to another with a holistic and integrated perspective, must provide internal and external support to the entity, since this allows to improve the administration processes leading to offer a higher quality service to users.
 
 Originality/value: It is concluded that the LM and QS maintain a very significant and moderate link, which shows that by continuously improving the LM ensures a QS in all the apartments that the municipality makes available to all its citizens.

Improving E-commerce User Satisfaction in Logistics System during the Big Data: A Case Study of JD.com

Finding the unimaginably great value beneath the surface of big data, more and more industries have considered big data as a kind of strategic resource that can bring huge benefits, including logistics industry. JD.com is taken as an example in this paper to analyze the approaches to enhance logistics and improve the satisfaction of e-commerce users in the logistics system with the power of big data technology. This essay starts with the introduction and literature review of related topics, followed by an analysis of how JD.com leverages big data to improve logistics in areas like warehousing, transportation, and information systems. Then this paper discusses how JD.com uses big data to enhance e-commerce customer satisfaction, such as improving logistics service quality and speed. Hopefully, the advanced methods that JD.com combines big data technology with logistics systems can bring some aspirations to other logistics enterprises and promote the overall development of the logistics industry.

Logistic service quality on young consumers’ repurchase intention: an empirical study in emerging economy

Logistic service quality on young consumers’ repurchase intention: an empirical study in emerging economy

Improving the service quality of cross-border e-commerce: How to understand online consumer reviews from a cultural differences perspective.

Cross-border e-commerce (CBEC) consumers come from different countries; thus, cultural differences may affect their evaluations and perceptions of service quality. This paper follows Hofstede's framework as a theoretical anchor to explore how to use online consumer reviews that reflect cultural differences to improve the service quality of CBEC. First, based on a latent Dirichlet allocation model, 14 service quality issues that consumers are concerned about in CBEC were identified. Second, a generalized ordered logistic regression model was explored to analyze the cultural influences on consumer sentiment orientation. Finally, the effect of each cultural dimension on consumer service quality perception in CBEC was evaluated by employing a binary logistic regression model. The results showed that consumers paid more attention to the service quality of logistics service, customs efficiency and tariff, shopping experience, and so on. Cultural dimensions significantly impacted consumers' emotional tendencies. Moreover, cultural dimensions had significant impacts on consumers' service quality perception (e.g., logistics service, trust in sellers, customs disputes, and cell phone performance). Still, consumers' quality perceptions of some services (e.g., cell phone functions, items as described, logistics package quality, and gifts) were less affected by cultural dimensions. Our findings not only provide new perspectives for CBEC consumer behavior studies on quality improvement but also provide practical implications for CBEC enterprises.

초록데이터를 활용한 국외 B2C 전자상거래 물류 연구동향 분석

Purpose : This study analyzed the trends of international e-commerce logistics research and compared the results of Korean research. Research design, data and methodology : The analysis method used a research trend method that utilizes abstract text data based on SLNA. The analysis period was from 2000 to 2019, and a total of 20 years of international e-commerce logistics academic literature was collected. Results : The results of the analysis showed that international e-commerce logistics research has been actively conducted since 2016. The research trends were mainly focused on measuring the quality of logistics services and logistics operation strategies of e-commerce companies. In particular, the proportion of questionnaire analysis studies targeting customers who use e-commerce companies was high. The results of comparing the research trends of Korean and international e-commerce logistics showed that there was no significant difference in the time when the research was conducted and the research trends. Conclusions : E-commerce is a market with flexibility and innovation in the introduction of technology, and it will require challenging research and an inclusive attitude.

Cross-border E-commerce Third-Party Logistics Selection Risk Analysis

With the rapid development and extensive penetration of the Internet, cross-border e-commerce has shown vigorous vitality, continuously deepening the international division of labor, changing transaction methods, and reshaping the trade pattern, playing an increasingly important role in the global trade system. The rapid development of cross-border e-commerce has put forward higher requirements for cross-border logistics services. Due to the international nature of the cross-border logistics environment and the complexity of the process, small and medium-sized enterprises often entrust logistics to third-party logistics companies in engaging in cross-border e-commerce activities to reduce logistics costs, improve logistics service quality and enhance logistics core competitiveness. However, the practice has proved that while third-party logistics bring benefits to enterprises, it will also bring financial and information risks to enterprises, which will affect the development of enterprises and become one of the bottlenecks in the development of cross-border e-commerce.

Intelligent Risk Prediction System in IoT-Based Supply Chain Management in Logistics Sector

The Internet of Things (IoT) has resulted in substantial advances in the logistics sector, particularly in logistics storage management, communication systems, service quality, and supply chain management. The goal of this study is to create an intelligent supply chain (SC) management system that provides decision support to SC managers in order to achieve effective Internet of Things (IOT)-based logistics. Current research on predicting risks in shipping operations in the logistics sector during natural disasters has produced a variety of unexpected findings utilizing machine learning (ML) algorithms and traditional feature-encoding approaches. This has prompted a variety of concerns regarding the research’s validity. These previous attempts, like many others before them, used deep neural models to gain features without requiring the user to maintain track of all of the sequence information. This paper offers a hybrid deep learning (DL) approach, convolutional neural network (CNN) + bidirectional gating recurrent unit (BiGRU), to lessen the impact of natural disasters on shipping operations by addressing the question, “Can goods be shipped from a source location to a destination?”. The suggested DL methodology is divided into four stages: data collection, de-noising or pre-processing, feature extraction, and prediction. When compared to the baseline work, the proposed CNN + BiGRU achieved an accuracy of up to 94%.

Methodological bases for assessing the quality of transport and logistics customer service of a marine terminal operator

The purpose of this article is to develop a methodology for assessing the quality of transport and logistics services for operators of sea terminals. The paper identifies the factors influencing the formation of the quality of transport and logistics services in the activities of marine operators of sea terminal in modern conditions. As a result of the conducted research, a system of comprehensive quality assessment has been formed, which allows assessing the degree of customer satisfaction. A new approach to quality assessment is proposed, involving the involvement of customers in the formation of quality criteria, as well as a method for calculating and evaluating the normative level of the generalizing indicator of the quality of transport and logistics customer service of the operator of the sea terminal. The practical significance of the developed methodology is that on its basis it becomes possible to assess the consequences of implementing various management decisions to improve the business processes.

Artificial Intelligence Applied to Assess Perceptions of the Quality of E-Commerce Logistics: Case Study of Rio de Janeiro

The COVID-19 pandemic imposed many market changes, driven partially by new consumer needs. In the electronic commerce field, changes occurred in parallel to an upsurge in demand, directly impacting logistics service quality. Within that context, this paper seeks a way of assessing the quality of e-commerce logistics, based on end-customer perceptions at the close of the purchasing cycle. The objective is thus to develop a mathematical model based on the artificial intelligence precepts that can interpret qualitative expressions captured through a questionnaire. Such values form partial indexes and the E-Commerce Logistics Quality Index (IQLE). After processing 180 records, it was noted that three of the seven analyzed attributes scored below 5.0, denoting some concern, but also opening up opportunities for improvement and the development of marketing solutions.

The Impact of Logistics Service Quality on Customer Loyalty in Egyptian Resorts: Customer Satisfaction as a Mediator

The Impact of Logistics Service Quality on Customer Loyalty in Egyptian Resorts: Customer Satisfaction as a Mediator

Examining the effect of logistics service quality on customer satisfaction and re-use intention.

For logistics service providers (LSPs), improving customer satisfaction and obtaining customer re-use intention are key to gaining sustainable competitive advantages and success. Logistics service quality (LSQ) is a concern for logistics service providers, retailers, and customers. The proposed model, which is based on the stimuli-organism-response theory and the logistics service quality framework, integrates operational quality, resource quality, information quality, personal contact quality, customization quality, and customer satisfaction to study logistics service re-use intentions. The data were obtained from an online survey using a structured questionnaire given to those with experience in logistics service. Using partial least squares structural equation modeling on 810 respondents who were adult Chinese customers, this study discovered that operational, resource, information, personal contact, and customization qualities positively affect the satisfaction of logistics service customers, while customer satisfaction positively affects re-use intention. Moreover, the results of the mediation analysis revealed that customer satisfaction mediated the connection between the five components of LSQ and the re-use intention of logistics services. The originality of the study lies in its comprehensive examination of the direct and indirect effects of service quality dimensions on customer satisfaction and logistics service re-use intention in the context of logistics services. This study provides valuable insights into the importance of customer satisfaction in the logistics industry and highlights the need for logistics companies to prioritize customer satisfaction and improve their overall performance and competitiveness.

Pengaruh Logistics Service Quality Terhadap Customer Satisfaction dan Customer Loyalty Pada Pengguna JNE dan J&T Express di Jabodetabek

The increase in the number of e-commerce users has led to the trend of online shopping becoming popular among Indonesians during the COVID-19 pandemic. Logistics provider services have an important role in the development of an e-commerce. JNE and J&T Express are logistics industry companies in Indonesia. This study aims to analyze the influence of logistics service quality on customer satisfaction and customer loyalty among JNE and J&T Express users in Jabodetabek. The data in this study were obtained through primary data and secondary data. The data analysis used was the Independent Sample T-Test and SEM-AMOS analysis with a sample of 407 respondents. The sampling technique is a non-probability sampling method with the type of convenience sampling. The results of the Different Test analysis show that 17 of the 27 indicators provide positive and significant t-count values. It can be concluded that the performance level of J&T Express is better and superior compared to JNE. The managerial implication in this study is that the quality aspect of order fulfillment is a top priority because it has the greatest influence among other aspects. The quality aspect of order fulfillment that is important to improve is the condition of the package when it is received safely and undamaged and the company's consistency in maintaining the package properly. The results of this study indicate that logistics service quality has a positive and significant effect on customer satisfaction and customer loyalty. Keywords: customer satisfaction, service quality, loyalty, SEM AMOS, logistics service

The Relationship between Air Travel Service Quality and Factors of Theory of Planned Behavior: Evidence from Low-Cost Airlines in Thailand

Despite an increased emphasis on improvement in airline service quality concerning consumer behavior, such as passenger repurchasing as a result of their behavioral intention over the last several decades, there is still much less concern with the nature of airline service quality than should exist in the so-called “logistics service quality” and less concern with examining the specific behavioral intention preceding repurchasing behavior together with the theory of planned behavior. As such, this study aims to explore these issues, along with the psychological factors of the theory of planned behavior, that can lead to repurchasing behavior via word-of-mouth intention (WOMI). With an online survey of 383 respondents experienced with flying, the results reveal that the logistics service quality and each determinant in the theory positively influence a passenger’s repurchasing behavior through WOMI. Accordingly, service marketers can implement service design and apply integrated marketing communication by learning from repurchasing behavior that was formed by the given factors to retain their existing customers. Moreover, this study is the first to empirically and explicitly validate dimensions of airline services through the lens of logistics that are deemed fit with the nature of the airlines. It advances the understanding of theory approaching and connects what has hampered its advancement in a body of knowledge, simultaneously in a context of airline context where it should not be relegated to transportation and consumer and service orientation.

Analyzing the Impact of Customs on Improvement of the Logistics Performance Index: Research on ASEAN Member Countries

Purpose: The article analyses the impact of customs on improving the National Logistics Performance Index (LPI) across 10 ASEAN countries. To ensure that one of the issues of particular concern of governments, international financial institutions and investors is how to improve the national logistics capacity. Theoretical Framework: Research to discover six essential activities of customs: (i) ASEAN Single Window (ASW), National Single Window (NSW); (ii) Administrative procedure reform in the field of customs; (iii) Specialized management; (iv) Risk management and compliance management; (v) Development of customs brokers; (vi) Customs - enterprises have a positive impact on the two criteria of customs clearance and logistics service quality in improving LPI. Method: The article uses a quantitative approach using SPSS 20 software to test Cronbach's alpha coefficient, EFA factor analysis and linear regression between customs clearance criteria, logistics service quality and index. LPI number The study used data set on the international LPI index of 10 ASEAN countries (World Bank overall announced six times in 2007, 2010, 2012, 2014, 2016, 2018). The data consists of 56 observations Findings: Based on selected research objectives and methods, the study found a positive relationship between the two criteria of customs clearance and the quality of logistics services with the LPI index. The study analyzed and pointed out that the critical activities of the customs authorities positively impact the two criteria of customs clearance and the quality of logistics services to improve the national logistics capacity of 10 member countries. ASEAN Practical & social implications: The article has proposed six standard solutions for ASEAN member countries to improve the national competitiveness index in logistics.

Kinerja Pegawai dalam Pelayanan Logistik Pasca Bencana Pada Kantor BPPD Kabupaten Halmahera Selatan

This study uses a qualitative research type by focusing on the study of the performance of South Halmahera Regency BPBD employees in post-disaster logistics services. Qualitative research emphasizes inductive analysis, not deductive analysis. The data sources used are primary data and secondary data, with data collection techniques through observation, interviews and documentation. Based on the results of the study, it was shown that the performance of BPBD employees in South Halmahera Regency, seen from the productivity aspect of post-disaster logistics services, had not been maximally implemented. The aspect of the quality of logistics services has also not been maximally implemented, because the timeliness of logistics services is sometimes not timely when distributing them to villages, while the attitude of BPBD staff is very good. The aspect of employee responsiveness has been very good in post-disaster logistics services, employees are very responsive to various logistical issues and are not selective in providing logistics services.

If you don't care, I will switch: online retailers' behaviour on third-party logistics services

PurposeThe issue is which third-party logistics to engage, and escalating customer complaints about service quality of third-party logistics (3PL) enhances the tendency of online retailers to switch to another 3PL. The current study seeks to investigate the factors influencing the satisfaction and switching intention of 3PL services among online sellers in Malaysia.Design/methodology/approachApplying a purposive sampling method, data were gathered via an online survey among online sellers. Initially, the system gathered 418 respondents, but only 311 were useable for further analysis. Since we operationalised the measures as composites, a combination of reflective and formative measurement in the study and the study focuses on explanatory and predictive purposes, partial least squares structural equation modelling with SmartPLS 4 was applied to test the model developed.FindingsThe results indicated that conflict handling had a positive effect on satisfaction, and satisfaction had a negative relationship with the switching intention of 3PL among the online retailers. Moreover, satisfaction and customer relationship management sequentially mediated conflict handling and switching intention, whereas CRM strengthens the negative relationship between satisfaction and switching intention.Research limitations/implicationsThe respondents only limit to the online sellers in Malaysia which based on purposive sampling method, thus the findings cannot be generalised to another countries.Practical implicationsThe study offers insightful information for the managers of the 3PL in crafting a better policy to avoid switching behaviour among their customers. The conflict between customers and providers is unavoidable since consumers have unlimited demand and businesses have limited resources. The findings also benefit online sellers and 3PL service providers to create attractive marketing strategies for business sustainability.Originality/valueThe study developed a new model for the 3PL studies using the S-O-R model in introducing conflict handling and customer relationship management as the stimulus, customer's satisfaction as an organism and switching intention as a response. The study introduced single and sequential mediators also contributes to the S-O-R theory to predict the switching intention among the online sellers towards the 3PL providers. Another important contribution, customer relationship management, was confirmed to play a moderating role to influence the relationship between satisfaction and switching intention.

쿠팡 플랫폼의 물류 서비스 품질이 만족과 신뢰, 재구매의도에 미치는 영향에 관한 연구

In modern society, with the increasing number of online shopping platforms and their development, various platforms have also launched logistics services such as same-day delivery and morning delivery, and the competition among platforms has become more intense. Therefore, it is necessary to study the influence of logistics service quality, user satisfaction and trust on user repurchase intention. In addition, the flexibility of platform logistics services is an important boost to help the platform succeed and meet the needs of different groups, but there is currently a lack of relevant demonstration research. Therefore, based on the theoretical background of logistics service quality in online shopping, this study combines order quality, delivery quality, information quality, customer service and the flexibility of the Coupang shopping platform to construct a research model and establish hypotheses. From January 6 to February 3, 2023, a questionnaire survey was conducted in the form of a Google questionnaire for Coupang users with experience in using and purchasing. At the end of the investigation, a total of 500 questionnaires were received, except for 47 questionnaires with no purchase history and 49 dishonest ones, the remaining 404 questionnaires were statistically analyzed using SPSS, and finally analyzed. The results of this study show that, first of all, in terms of logistics service quality, order quality, delivery quality, customer service, and flexibility have certain positive (+) effects on satisfaction. However, information quality did not affect satisfaction. This means that the quality of information related to orders, transactions, and logistics on the platform cannot meet consumers’ expectations. Second, the quality of logistics services has a positive (+) impact on information products. Third, satisfaction and trust have a positive (+) impact on all users’ repurchase intentions. Many people are likely to become loyal users of the platform. This study reveals a causal relationship between flexibility and satisfaction and trust, with important implications. And it proves that consumers’ repurchase intention is based on excellent product and logistics service quality

The impact of reverse logistics process coordination on third party relationship quality: A moderated mediation model for multichannel retailers in the fashion industry

Multichannel retailing is a widely adopted strategy in the fashion industry. Companies in this industry find it a source of competitive advantage to invest in reverse logistics infrastructure. However, limited empirical studies investigate the enablers of the relationship quality between the retailers and their reverse logistics service providers. This study quantifies the impact of reverse logistics process coordination between retailers and logistics service providers on relationship quality. Moreover, it tests the mediating role of reverse logistics service quality and the moderating role of conflict frequency in this relationship. Data were collected through a survey using a purposive sample of 241 retail store managers from the fashion retail industry of Pakistan. For this purpose, a self-administered questionnaire was developed using a five-point Likert Scale to gauge the responses. Conditional process analysis was used to evaluate the moderated mediation model. The findings showed a significant positive impact of reverse logistics process coordination on the relationship quality with a logistics service provider, a significant positive mediation effect of reverse logistics service quality, and a significant moderation effect of conflict frequency on the indirect relationship. However, conflict frequency, contrary to the hypothesis in the study, strengthened the indirect relationship. Furthermore, the moderation effect of conflict frequency on the direct relationship was insignificant. This study will help managers better understand the best practices leading to effective management of reverse logistics processes, particularly product returns.

IoT-Based Information System on Cold-Chain Logistics Service Quality (ICCLSQ) Management in Logistics 4.0

IoT-Based Information System on Cold-Chain Logistics Service Quality (ICCLSQ) Management in Logistics 4.0