Work

Assessing Logistics Service Quality in Omni-Channel Retailing Through Integrated SERVQUAL and Kano Model

Year: 2024

Type: article

Abstract: Omni-channel retailing is a novel form that combines online, offline, and mobile channels to provide consumers with a seamless shopping experience. Nevertheless, the implementation of omni-channel retailing necessitates effective logistics support. Hence, the quality of logistics services is critical for omni-channel retailing services. This research aims to investigate logistics service quality (LSQ) and its impact on consumer satisfaction by combining the decomposed SERVQUAL framework, Kano model and hierarchical regression analysis. A total of 460 valid responses were obtained. Building upon the SERVQUAL framework, this study presents a comprehensive framework for evaluating omni-channel retail logistics service quality. Using the Kano model, 11 logistics service quality attributes were categorised into three categories: must-be, one-dimensional, and attractive, based on their respective impact on satisfaction. The results of the hierarchical regression analysis confirm that the attributes belonging to the must-be category exert the most significant influence on satisfaction. The findings add to theoretical studies of omni-channel retailing LSQ and provide insights for omni-channel retailers and logistics service providers.

Source: Systems

DOI: 10.3390/systems12110466

Authors: Lanhui Cai, Yanfeng Liu, Po-Lin Lai, Xiaonan Zhu, Kum Fai Yuen, Xueqin Wang

Institutions: Chung-Ang University, Pukyong National University, Nanyang Technological University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Industry, innovation and infrastructure

Open Access status: gold

Estimated APC paid: $2,728