Identifying the dimensions of logistics service quality in an online B2C context

Abstract

There is theoretical and practical evidence indicating the existence of significant differences between the needs and wants of firms and end consumers, as well as the existence of significantly different needs between offline and online environments. Therefore, it is not clear how effectively measures of logistics service quality developed in an offline, B2B context can be applied to an online, B2C environment. This manuscript explores the elements of logistics service quality that end consumers value in an online context. The literature on logistics service quality in B2B and the literature on online consumer satisfaction are integrated. This results in the development of a set of dimensions for measuring online logistics service quality in online, B2C environments. Specifically, the dimensions of a new scale for measuring online logistics service quality (labeled oLSQ) were identified and defined. Managers can use the dimensions of logistics service quality identified in the oLSQ scale as a guide when designing and managing online retail stores.