10.1108/IJLM-06-2023-0238">
 

A Hybrid E-Logistics Service Quality Approach: Modeling the Evolution of B2C E-Commerce

Document Type

Article

Publication Date

11-2023

Abstract

This research paper aims to examine two hybrid models of logistics service quality (LSQ) and its influence on satisfaction, loyalty and future purchase intention in a business-to-consumer (B2C) e-commerce context. This study extends the literature for LSQ by incorporating the second-order assurance quality construct, which comprises personnel contact quality, order discrepancy handling and order returns, into one of the hybrid models. The findings of this study underscore critical LSQ dimensions that garner greater satisfaction and retention in the online shopping experience.

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This is a subscription-access article, available to readers with a subscription to The International Journal of Logistics Management, using the DOI link below.

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This article later appeared in the June 2024 issue.

Source Publication

The International Journal of Logistics Management

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