Can Brick-and-Click Stores Yield Returning Online Customers? Assessing In-house Logistics Service Quality (LSQ) of Multi-channel Retailers-Reference-Cited by-同舟云学术

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

Published:2023-08-17 Issue: Volume: Page:
ISSN:0972-2629
Container-title:Vision: The Journal of Business Perspective
language:en
Short-container-title:Vision: The Journal of Business Perspective

Author:

Wahab Siti Norida¹^ORCID,Hamzah Muhammad Iskandar¹^ORCID,Rajendran Salini Devi²^ORCID

Affiliation:

1. Faculty of Business and Management, Universiti Teknologi MARA Puncak Alam, Selangor, Malaysia

2. Faculty of Social Sciences and Leisure Management, Taylor’s University, Selangor, Malaysia

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.

Publisher

SAGE Publications

Subject

Strategy and Management,Business and International Management

Link

http://journals.sagepub.com/doi/pdf/10.1177/09722629231179877

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