Journal Press India^®

Author Details ( * ) denotes Corresponding author

In e-commerce, the customers and the sellers are distant and can’t interact face to face regarding their likings and dislikings about the product, delivery quality, buying experience, etc. This results in an absolute need for e-commerce companies to measure customer satisfaction and loyalty to grow and sustain performance in the competitive business world. The available pieces of literature fail to sufficiently explain the relationship between e-commerce logistics service quality, customer satisfaction and customer loyalty, especially in the Indian context. This study aims to explain the same through a Structural Equation Model encompassing different factors connected with e-commerce logistic service quality. The finding shows the significant effects of logistics service quality factors like order accuracy and order discrepancy handling on customer satisfaction. This study also indicates a significant impact of customer satisfaction on customer loyalty.

Keywords

E-commerce; Logistics Service Quality; Customer Satisfaction; Customer Loyalty; Structural Equation Model

1. Agarwal, S. & Srivastava, S. (2021). Changing business pattern of e-commerce industry of India: a covid 19 effect. Proceedings on Engineering Sciences, 3(3), 247–254. Retrieved from https://doi.org/10.24874/PES03.03.001
2. Aggarwal, B. & Kapoor, D. (2020). A study on influence of COVID-19 pandemic on customer’s online buying behavior. MDIM Business Review, I, 41–47. Retrieved from https://www.mdim.ac.in/journal-issues
3. Akıl, S. & Ungan, M. C. (2021). E-commerce logistics service quality. Journal of Electronic Commerce in Organizations, 20(1), 1–19. Retrieved from https://doi.org/10.4018/JECO.292473
4. Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53. Retrieved from https://doi.org/10.2307/1252310
5. Bentler, P. M. & Chou, C. P. (1987). Practical issues in structural modeling. Sociological Methods & Research, 16(1), 78–117. Retrieved from https://doi.org/10.1177/0049124187016001004
6. Bienstock, C. C., Royne, M. B., Sherrell, D. & Stafford, T. F. (2008). An expanded model of logistics service quality: Incorporating logistics information technology. International Journal of Production Economics, 113(1), 205–222. Retrieved form https://doi.org/10.1016/j.ijpe.2007.03.023
7. Bowersox, D. J., Mentzer, J. T. & Speh, T. W. (1995). Logistics leverage. Journal of Business Strategies, 12(2), 36-49.
8. Byrne, B. M. (2016). Structural equation modeling with AMOS, basic concepts, applications, and programming (Second). New York: Routledge. Retrieved from  https://doi.org/10.4324/9781315757421
9. Chaisaengduean, K. (2019). Market orientatıon and logistics service process quality: An empirical investigation in the logistics service providers in Thailand. The International Academic Multidisciplinary Research Conference in Vienna, 174-179.
10. Cho, J. J. K., Ozment, J. & Sink, H., (2008). Logistics capability, logistics outsourcing and firm performance in an e-commerce market. International Journal of Physical Distribution & Logistics Management, 38(5), 336–359.
11. Choi, D., Chung, C. Y. & Young. J. (2019). Sustainable online shopping logistics for customer satisfaction and repeat purchasing behavior: Evidence from China. Sustainability, 11(20), 5626. Retrieved from https://doi.org/10.3390/su11205626
12. CNNIC. 2013. Statistical report on online shopping in China 2012. Retrieved from https://woww.cnnic.net.cn/ hlwfzyj/hlwxzbg/dzswbg/201304/t20130417_39290.htm.
13. Crosby, L. A., Evans, K. R. & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68. Retrieved from https://doi.org/10.2307/1251817
14. El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. Retrieved from doi:10.1016/j.jretconser.2018.07.007
15. Esmaeili, A., Kahnali, R. A., Rostamzadeh, R., Zavadskas, E. K. & Ghoddami, B. (2015). An application of fuzzy logic to assess service quality attributes in logistics industry. Transport, 30(2), 172–181. Retrieved from 10.3846/1 6484142.2015.1046402
16. Fornell, C. & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39. Retrieved from doi.org/10.2307/3151312
17. Gaudenzi, B., Confente, I. & Russo, I. (2020). Logistics service quality and customer satisfaction in B2B relationships: A qualitative comparative analysis approach. The TQM Journal, 33(1), 125–140. Retrieved from https://doi.org/10.1108/TQM-04-2020-0088
18. Gautam, V. & Sharma, V. (2021). Customers’ perceptions of online retailing service quality and their loyalty. Academy of Marketing Studies Journal, 25(3), 1–19.
19. Ghose, S., Sudineni, Y., Vasimalai, D. & Vankamamidi, A. (2021). E-commerce in India and the impact of COVID-19. Indian Journal of Economics and Business, 20(2), 671–691. Retrieved from http://www.ashwinanokha.com/IJEB.php
20. Gil-Saura, I., Servera-Francés, D. & Fuentes-Blasco, M. (2010). Antecedents and consequences of logistics value: And empirical investigation in the Spanish market. Industrial Marketing Management, 39(3), 493–506. Retrieved from https://doi.org/10.1016/j.indmarman.2008.11.007
21. Guthrie, C., Fosso-Wamba, S. & Arnaud, J. B. (2021). Online consumer resilience during a pandemic: An exploratory study of e-commerce behavior before, during and after a COVID-19 lockdown. Journal of Retailing and Consumer Services, 61(April), 102570. Retrieved from https://doi.org/10.1016/j.jretconser.2021.102570
22. Hendayani, R. & Dharmawan, M. C. (2020). Strategies for improving the quality of logistics courier services through priority problem-solving based on multiclass classification. IOP Conference Series: Materials Science and Engineering, 879(1), 012051. Retrieved from https://doi.org/10.1088/1757-899X/879/1/012051
23. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, J. & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-170.
24. Hult, G. T. M. (1998). Managing the international strategic sourcing process as a market-driven organisational learning system. Decision Sciences, 29(1), 193-216.
25. Hult, G. T. M., Hurley, R. F., Giunipero, L. C. & Nichols, E. L. (2000). Organisational learning in global purchasing: A model and test of internal users and corporate buyers. Decision Sciences, 31(2), 293-325.
26. India Brand Equity Foundation (2023). Business opportunities in India: Investment ideas, industry research. Retrieved from www.ibef.org
27. Javed, M. K. & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54(September), 101942. Retrieved from https://doi.org/10.1016/j.jretconser.2019.101942
28. Juga, J., Juntunen, J. & Grant, D. B. (2010). Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships. Managing Service Quality: An International Journal, 20(6), 496–510. Retrieved from https://doi.org/10.1108/09604521011092857
29. Kline, R. B. (2005). Principles and practice of structural equation modeling (2^nd ed.). New York, NY: Guilford.
30. Kyj, L. S. & Kyj, M. J. (1994). Customer service: product differentiation in international markets. International Journal of Physical Distribution and Logistics Management, 24(4), 41-49.
31. Leuschner, R. & Lambert, D. M. (2016). Establishing logistics service strategies that increase sales. Journal of Business Logistics, 37(3), 247–270. Retrieved from https://doi.org/10.1111/jbl.12133
32. Leuthesser, L. & Kohli, A. K. (1995). Relational behaviour in business markets. Journal of Business Research, 34(3), 221–233. Retrieved from https://doi.org/10.1016/0148-2963(95)00006-E
33. Lin, X., Mamun, A. Al, Yang, Q. & Masukujjaman, M. (2023). Examining the effect of logistics service quality on customer satisfaction and re-use intention. PLoS ONE, 18(5 May), 1–24. Retrieved from https://doi.org/10.1371/journal.pone.0286382
34. Luo, H., Ma, S., Rao, J., Zheng, Z., Li, M. & Xu, H. (2020). Research on the influence of logistics service quality on post-purchase behavior in E-business. 2020 IEEE 3^rd International Conference on Electronic Information and Communication Technology (ICEICT), 31–34. Retrieved from https://doi.org/10.1109/ICEICT51264.2020.9334377
35. Mamun, A. & Fazal, S. A. (2018). Effect of entrepreneurial orientation on competency and micro-enterprise performance. Asia Pacific Journal of Innovation and Entrepreneurship, 12(3), 379–398. Retrieved from https://doi.org/10.1108/APJIE-05-2018-0033
36. Meidutė-Kavaliauskienė, I., Aranskis, A. & Litvinenko, M. (2014). Consumer satisfaction with the quality of logistics services. Procedia - Social and Behavioral Sciences, 110, 330–340. Retrieved from https://doi.org/10.1016/j.sbspro.2013.12.877
37. Mentzer, J. T., Flint, D. J. & Hult, G. T. M. (2001). Logistics service quality as a segment-customised process. Journal of Marketing, 65(4), 82–104. Retrieved from https://doi.org/10.1509/jmkg.65.4.82.18390
38. Mentzer, J. T., Myers, M. B. & Cheung, M. S. (2004). Global market segmentation for logistics services. Industrial Marketing Management, 33(1), 15–20. Retrieved from https://doi.org/10.1016/j.indmarman.2003.08.005
39. Narayandas, D. (2005). Building loyalty in business markets. Harvard Business Review, 131–139.
40. Odunlami, B. O (2015). Impact of customer satisfaction on customer retention: A case study of a reputable Bank in Oyo, Oyo State. Nigeria. International Journal of Managerial Studies and Research, 3(2), 42–53.
41. Oliver, R. L. (1997). Satisfaction: A behavioural perspective on the customer. New York, Mcgraw Hill.
42. Otim, S. & Grover, V. (2006). An empirical study on web-based services and customer loyalty. European Journal of Information Systems, 15(6), 527–541. Retrieved from https://doi.org/10.1057/palgrave.ejis.3000652
43. Paché, G. & Medina, P. (2007). The entrenchment strategy of logistics service providers: Towards a sequential cooperation-competition process? Journal of Transport and Supply Chain Management, 1(1), 102570. Retrived from https://doi.org/10.4102/jtscm.v1i1.39
44. Politis, Y., Giovanis, A. N. & Binioris, S. (2014). Logistics service quality and its effects on customer satisfaction in the manufacturing companies’ supply. Journal of Modelling in Management, 9(2), 215–237.
45. Ramanathan, R. (2010). The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce. Transportation Research Part E: Logistics and Transportation Review, 46(6), 950–962. Retrieved from https://doi.org/10.1016/j.tre.2010.02.002
46. Ramanathan, R. (2011). An empirical analysis on the influence of risk on relationships between handling of product returns and customer loyalty in E-commerce. International Journal of Production Economics, 130(2), 255–261. Retrieved from https://doi.org/10.1016/j.ijpe.2011.01.005
47. Rezaei, S., Amin, M. & Khairuzzaman, W. (2014). Online repatronage intention: an empirical study among Malaysian experienced online shoppers. International Journal of Retail & Distribution Management, 42(5), 390–421. Retrieved from https://doi.org/10.1108/IJRDM-03-2012-0026
48. Savalei, V. & Rhemtulla, M. (2013). The performance of robust test statistics with categorical data. British Journal of Mathematical and Statistical Psychology, 66, 201-223
49. Shi, D., DiStefano, C., McDaniel, H. L. & Jiang, Z. (2018). Examining chi-square test statistics under conditions of large model size and ordinal data. Structural Equation Modeling: A Multidisciplinary Journal, 25(6), 924–945. Retrieved from https://doi.org/10.1080/10705511.2018.1449653
50. Stank, T. P., Goldsby, T. J., Vickery, S. K. & Savitskie, K. (2003). Logistics service performance: estimating its influence on market share. Journal of Business Logistics, 24(1), 27–55. Retrieved from https://doi.org/10.1002/j.2158-1592.2003.tb00031.x
51. Sum, C., Teo, C. & Ng, K. (2001). Strategic logistics management in Singapore. International Journal of Operations & Production Management, 21(9), 1239–1260. Retrieved from https://doi.org/10.1108/EUM0000000005926
52. Suresh, S. & Vasantha, S. (2021). Influence of logistics service quality among customer satisfaction using IOT based techniques. Materials Today: Proceedings. Retrieved from https://doi.org/10.1016/j.matpr.2020.11.764
53. Sutrisno, A., Andajani, E. & Widjaja, F. N. (2019). The effects of service quality on customer satisfaction and loyalty in a logistics company. KnE Social Sciences, 85–92. Retrieved from https://doi.org/10.18502/kss.v3i26.5360
54. Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1–10. Retrieved from https://doi.org/10.31387/oscm0400248
55. Vasić, N., Kilibarda, M., Andrejić, M. & Jović, S. (2021). Satisfaction is a function of users of logistics services in e-commerce. Technology Analysis & Strategic Management, 33(7), 813–828. Retrieved from https://doi.org/10.1080/09537325.2020.1849610
56. Web Power (2018). Univariate and multivariate skewness and kurtosis calculation. Retrieved from https://webpower.psychstat.org/models/kurtosis
57. Wu, Y. L. & Li, E. Y. (2018). Marketing mix, customer value, and customer loyalty in social commerce. Internet Research, 28(1), 74–104. Retrieved from https://doi.org/10.1108/IntR-08-2016-0250
58. Yang, Y. H., Hui, Y. V., Leung, L. C. & Chen, G. (2010). An analytic network process approach to the selection of logistics service providers for air cargo. Journal of the Operational Research Society, 61(9), 1365–1376. Retrieved from https://doi.org/10.1057/jors.2009.111
59. Yazdanifard, R., Agodi, T. & Alizadeh, S. (2011). How unreliable delivery system affects E-marketing effectiveness. Management, 16(November), 10–14.
60. Yu, Y., Wang, X., Zhong, R. Y. & Huang, G. Q. (2016). E-commerce logistics in supply chain management: Practice perspective. Procedia CIRP, 52, 179–185. Retrieved from https://doi.org/10.1016/j.procir.2016.08.002
61. Zailani, S., Jafarzadeh, S., Iranmanesh, M., Nikbin, D. & Selim, N. I. I. (2018). Halal logistics service quality: Conceptual model and empirical evidence. British Food Journal, 120(11), 2599–2614. Retrieved from https://doi.org/10.1108/BFJ-07-2017-0412
62. Zlatković, M. M. (2013). Survey of customer satisfaction: The example of freight distribution centre. 1^st Logistics International Conference, Belgrade, 215-220.