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Customized logistics service and online shoppers’ satisfaction: an empirical study

Mingyao Hu (School of Economics and Management,Beijing Jiaotong University, Beijing, China)
Fang Huang (School of Economics and Management,Beijing Jiaotong University, Beijing, China)
Hanping Hou (School of Economics and Management, Beijing Jiaotong University, Beijing, China)
Yong Chen (Department of Information Technology and Decision Sciences, Old Dominion University, Norfolk, Virginia, USA)
Larissa Bulysheva (Strome College of Business, Old Dominion University, Norfolk, Virginia, USA)

Internet Research

ISSN: 1066-2243

Article publication date: 4 April 2016

5828

Abstract

Purpose

Fast-growing online retail market provides convenience for customers. But it makes competition among online retailers fiercer as well. Online retailers need to improve online shoppers’ satisfaction level for the purpose of keeping their loyalty. As an important component in online retail market, logistics service affects online shoppers’ satisfaction level. By applying expectation confirmation theory, the purpose of this paper is to explore how customized logistics services (CLS) influences online shoppers’ satisfaction level and whether the relationship between them is moderated by product type.

Design/methodology/approach

Data were collected from Tmall.com, the biggest online retail market in China. Exploratory factor analysis and two-way ANOVA were conducted to analyze the data.

Findings

The results indicate that CLS positively impacts online shoppers’ satisfaction level. But product type does not have moderate effect on the relationship between CLS and online shoppers’ satisfaction level.

Practical implications

Online retail market grows fast. As the number of retailers keeps increasing, competition in this market becomes fiercer. In order to attract new shoppers and increase shoppers’ loyalty, online retailers must make shopper satisfied with their purchase. CLS positively impacts online shoppers’ satisfaction level, online retailers should offer shoppers CLS.

Originality/value

This study examines how customized logistics influences customer satisfaction, and extends literatures related to online customer satisfaction by integrating the factor CLS and opens the way for other studies related to logistics service customization. Furthermore, this study discusses how IoT will improve online retailers’ abilities in providing CLS.

Keywords

Acknowledgements

This study was supported by the Major Program of National Natural Science Foundation of China (Grant No. 71132008), the Planning Fund Program for Social Science in China, Ministry of Education of China (Grant No.10YJA630059), National Key Technology Research and Development Program of the Ministry of Science and Technology of China (Grant No. B13B300061), the Graduate Innovation Program (2015) of Beijing Jiaotong University, and the Program of Institute for Industrial Security in China (Grant No. B13L00050).

Citation

Hu, M., Huang, F., Hou, H., Chen, Y. and Bulysheva, L. (2016), "Customized logistics service and online shoppers’ satisfaction: an empirical study", Internet Research, Vol. 26 No. 2, pp. 484-497. https://doi.org/10.1108/IntR-11-2014-0295

Publisher

:

Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited

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