Can Brick-and-Click Stores Yield Returning Online Customers? Assessing In-house Logistics Service Quality (LSQ) of Multi-channel Retailers

IF 3 Q2 BUSINESS

Vision-The Journal of Business Perspective Pub Date : 2023-08-17 DOI:10.1177/09722629231179877

S. N. Wahab, Muhammad Iskandar Hamzah, S. Rajendran

引用次数: 0

Abstract

This study aims to examine the influence of retail logistics service quality on online customer loyalty in Malaysia. In total, 372 self-administered questionnaires were collected from customers who have ordered products online from ‘brick-and-click’ supermarkets and department stores. The results show that product condition, product availability and delivery durations are significant predictors of customer loyalty. The novelty of this research lies in its strong emphasis on last-mile parcel delivery, which is a crucial aspect of order fulfilment operations, and the first-party home delivery service, which is among the earliest conducted in the region.

查看原文本刊更多论文

实体店能带来回头客吗?多渠道零售商内部物流服务质量评价

本研究旨在检验马来西亚零售物流服务品质对线上顾客忠诚度的影响。总共收集了372份自我填写的调查问卷，调查对象都是在实体超市和百货公司网购的顾客。结果表明，产品状况、产品可得性和交货时间是顾客忠诚的显著预测因子。这项研究的新颖之处在于它非常重视最后一英里的包裹递送，这是订单履行业务的一个关键方面，以及第一方送货上门服务，这是该地区最早开展的服务之一。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Vision-The Journal of Business Perspective Multiple-

CiteScore

4.60

自引率

0.00%

发文量

121

期刊介绍： Vision-The Journal of Business Perspective is a quarterly peer-reviewed journal of the Management Development Institute, Gurgaon, India published by SAGE Publications. This journal contains papers in all functional areas of management, including economic and business environment. The journal is premised on creating influence on the academic as well as corporate thinkers. Vision-The Journal of Business Perspective is published in March, June, September and December every year. Its targeted readers are researchers, academics involved in research, and corporates with excellent professional backgrounds from India and other parts of the globe. Its contents have been often used as supportive course materials by the academics and corporate professionals. The journal has been providing opportunity for discussion and exchange of ideas across the widest spectrum of scholarly opinions to promote theoretical, empirical and comparative research on problems confronting the business world. Most of the contributors to this journal range from the outstanding and the well published to the upcoming young academics and corporate functionaries. The journal publishes theoretical as well as applied research works.

文献相关原料

公司名称	产品信息	采购帮参考价格