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The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain.

A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses.

The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services.

The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results.

The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce.

A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.

The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.

This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers.

Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.”

Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad.

This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance.

This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.

This paper investigates how the channel leadership strategies develop a post-coronavirus disease (COVID-19) resilient agri-supply chain, which reduces supplier and retailer's price loss and enhances the logistics service quality level considering logistics outsourcing of agri-product especially for the rapidly changing market condition.

Based on the classical leadership theory, two channel leadership strategies, i.e. LPL and SL, are considered. The proposed framework first derives the equilibrium price and service quality level decision among the supplier, the logistics provider and the retailer. Then it compares both leadership strategies in terms of the equilibrium prices and service quality theoretically. This article also presents a case study of Arabian dates pricing and supply chain to test the theoretically derived propositions.

Selection of suitable leadership strategy is a critical factor for profit maximization of the supply chain drivers and proper optimization of equilibrium price and service quality. Here, the product's quality and the market's socio-economic condition play an important role in selecting a suitable leadership strategy. A random transformation of the physical market to an e-commerce portal creates a wide variation of the market's socio-economic parameters, affecting the equilibrium pricing and the logistics provider's service quality.

This study proposes a post-COVID-19 resilient agri-supply chain framework considering price and quality-dependent stochastic market demand, incorporating a wide range of socio-economic factors in the model to counteract the effect of rapid behavior change of agri-market due to COVID-19 norms. This research examines the effect of different channel leadership strategies to facilitate suitable decisions on prices and service quality and retrieve the profit of the supplier, retailer and logistics provider. The future models can incorporate competitiveness in logistics outsourcing, fourth-party logistics (4PL) and contract farming in the agri-supply chain. Each of the extensions can open avenues in different directions.

As the post-COVID-19 market and the customer behavior is randomly changing, and the traditional market is rapidly converting into supermarkets and e-commerce portals, this paper examines the model with a wide variety of e-commerce portals with multi-variation of product. It is conclusive that the product's quality and the market's socio-economic behavior significantly impact the equilibrium decision. The drivers of the supply chain must take them into account before choosing a particular channel leadership strategy.

This study considers a multi-product and multi-market (e-commerce) model by integrating a wide variety of products and the market's socio-economic parameters. The model is tested in a price and quality-dependent stochastic market condition, contributing to the literature by reconciling two different channel leadership strategies into the global logistics of fresh agri-product.

In practice and in literature, logistics service quality is one of the key concepts in any service industry, including airlines. However, the breadth of content and the inconsistent accounts make comprehensive understanding of service quality elusive, thereby necessitating the conduct of a systematic review of the literature on service quality in the context of airlines. In doing so, this study aims to provide a clear, consistent and current overview of the literature, enabling the advancement of theory and research in service quality.

In particular, this study presents several aspects of logistics service quality based on the 52 articles reviewed published between 1993 and 2019. Content analysis was used to analyze the data in terms of key attributes of service quality from the selected articles.

Following an analysis, this study summarizes the antecedents and consequences, along with mediators and moderators, and develops a review framework of service quality.

This study provides a starting point for understanding logistics service quality in a context of airline where choice of perspective (at three different perspectives) and framing of context (where logistics interfaces with marketing function, thereby ensuring a well-functiong synthesis of marketing and service activities in the value chain) are of decisive importance. It also expands an understanding of service quality in marketing field with an integration of logistics function as well as challenging some of the conventional knowledge of the applying logistics in service-based business like the airlines. However, this paper is restricted by several limitations that must be taken into account when applying its findings such as context-specific results,cross-sectional data and recall variables.

This paper provides a clear and consistent concept, as well as a current overview of the literature, which enables advancement in theory and research. It also reveals theoretical underpinnings of the research stream and outlines future research directions. Additionally, it challenges some of the conventional knowledge of the applying logistics on service-based business such as airline which broadens the scope of our thinking and provides a foundation for future study.

The purpose of this paper is to devise and test a model of halal logistic service quality.

To develop the halal logistics service quality model, the relevant literature was reviewed and a qualitative study was carried out on halal logistics service providers and their customers. A survey of 253 halal food and beverage firms in Malaysia was conducted, and based on the results, a model was developed and tested empirically.

Based on the literature review, interviews, pretest and empirical study, a valid and reliable measurement instrument for halal logistics service quality was developed.

The findings can help managers of halal logistics service providers to understand the criteria that halal food and beverage firms are considered to judge the quality of halal logistics services.

This study makes a valuable contribution by proposing a halal logistics service quality model.

The purpose of this research is to identify key attributes of freight logistics service quality and to examine how these attributes impact shippers' selection of third‐party logistics service providers (3PLs). The knowledge and understanding of these attributes can be of great value to 3PLs when developing marketing strategies to attract and retain clients.

A literature review was carried out to identify the main attributes of freight logistics service quality. In‐depth interviews were subsequently undertaken to validate and refine the freight logistics service attributes. A questionnaire was then developed and a survey conducted. Logistics regression analyses were performed to examine the impact of freight logistics service attributes on shippers' decision to select 3PLs.

A total of 24 freight logistics service attributes were identified and categorised based on the SERVQUAL model into six dimensions: reliability, assurance, tangibility, empathy, responsiveness, and cost. Freight logistics service quality was found to impact shippers' selection of 3PLs significantly. In the assessment of the impact of each individual service attribute it was observed that accuracy of documents; EDI and E‐commerce services; customer relationship management; customer care; updated freight rates; and consolidation provision significantly influenced how shippers selected 3PLs.

The focus of the study is limited to international freight logistics services, while other logistics services, such as inventory management or warehouse management, were not included. The context of the study is related to Thailand and the provision of international freight service in the country.

An understanding of key attributes based on key freight logistics service quality can help 3PLs in developing marketing strategies that provide services that are considered to be critically important to their customers.

The purpose of the study is to define key freight logistics service quality attributes and their respective impact on shippers' decision‐making process when choosing a 3PL.

The national logistics policy report published by Ministry of Land, Infrastructure and Tourism in 2011 proposes to establish international logistics strategy teams in 10 different regions around Japan to satisfy the increasing demand for advance transportation infrastructure and stay competitive in Asia Pacific. The globalization of world economies creates many opportunities as well as challenges for international logistics companies to gain more business chances in this changing environment. The purpose of this paper is to improve service quality of international logistics companies and explores the quality function deployment in terms of quality evaluation method. The logistics service is particularly characterized by offering a series of transport solution and including other logistics activities. The major customers of the logistics services are the industrial clients. The customer satisfaction is key managerial mission since the competitiveness is a growing issue in this industry. The quality function deployment is one of the unique procedures to expose the requirements of customer and transform them into managerial tasks by cross correlation analysis between requirements and technical measures. The empirical study is performed to investigate service quality of the logistics industry by focusing on a group of leading logistics companies.

The purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.

The study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.

The three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.

The study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.

The purpose of the paper is to analyse empirically the causal relationships between quality management, service quality and business success in German logistics companies.

The paper develops a measurement instrument of logistics service quality by combining conceptual approaches from service marketing with quality indicators from operations management. This measure is verified through factor analysis on a sample of 229 German logistics providers. Relationships between logistics service quality, quality management and business success are investigated in a structural equation model.

The results support measuring logistics service quality by the three dimensions: service potential, process and outcome. The effect of quality management on these constructs is confirmed. Likewise, the positive effect of service quality on business success is confirmed, with the notable exception of outcome quality.

This research only involves German logistics service providers. Further studies in other countries are needed to generalise the results.

Logistics service providers should devote more attention to quality management than they currently do. To enhance quality, they should focus their efforts on service potential and the service process. The paper offers them a way to measure these quality dimensions.

Research into logistics services has so far been mostly descriptive. The present study is the first to validate empirically a measure of logistics service quality and relate it to other phenomena. The relationship between quality management, service quality and business success found by structural modelling helps to understand the role of quality in logistics services.

There are many studies supporting that logistics service quality affects on customers satisfaction and these satisfied customers have a strong repurchase intention in consumer products. However, a few studies involving Industrial products examined these relationships. Therefore, the main purposes of this study are (1) to empirically examine logistics service factors influencing on the customers’ satisfaction and repurchase in industrial purchasing, (2) to clarify the differences of service factors between customers satisfaction and repurchase in industrial purchasing process, and (3) to analyze the influence of these factors on the customers’ satisfaction depending on the size of company. As a result of an analysis of survey data, this study found the followings. (1) the factors affect customer satisfaction and the factors affect repurchase intention are different from each other; 5 factors (timeliness, order quality, personnel intimacy, personnel quality, order release quantities) for customer satisfaction and 6 factors (timeliness, order period, personnel quality, order quality, information factor, order release quantities) for repurchase intention. (2) the relationship between order release quality factor and customer satisfaction was differ depending on the company size. The large companies showed a stronger relationship than the smaller company did. (3) the positive linear relationship between customer satisfaction and repurchase intention was identified also in industrial purchasing.