IDEAS home Printed from https://ideas.repec.org/a/gam/jlogis/v5y2021i4p69-d648196.html
   My bibliography  Save this article

Using a Modified SERVQUAL Approach to Assess the Quality of Supply Chain Services in Greek Online Supermarkets

Author

Listed:
  • Anastasia D. Mitropoulou

    (MBA Programme, School of Social Sciences, Hellenic Open University, Parodos Aristotelous 18, GR-26335 Patras, Greece)

  • Giannis T. Tsoulfas

    (MBA Programme, School of Social Sciences, Hellenic Open University, Parodos Aristotelous 18, GR-26335 Patras, Greece
    Department of Agribusiness and Supply Chain Management, Agricultural University of Athens, 1st km Old National Road Thiva-Elefsis, GR-32200 Thiva, Greece)

Abstract

Background: The purpose of this paper is to study customer satisfaction concerning orders from online supermarkets, which have recently boomed to fulfil the increased needs of customers during the COVID-19 pandemic. The service quality, as well as aspects of the logistics efficiency, are being examined, and the gaps between the expectations of people using these services and their perceptions about the received services are being evaluated. Methods: A modified approach of the well-known model SERVQUAL is suggested and used in the case of Greek online supermarkets. Thus, an initial contribution of this paper is the formulation of a framework which can be used to assess the quality of B2C logistics services. Results: The results show that customers’ expectations are exceeding their experiential perceptions in all the examined fields, and therefore there is room for substantial improvement. The study identified areas in which supermarkets’ online shops are close to meeting customer expectations and areas in which they fall far short. Conclusions: Competition is expected to become more intense and efficient supply chains that provide services of high quality will have a determinant role to play. Moreover, online supermarkets will have to rethink of their omni-channel structures to maintain and increase their market share. This is of particular importance during turbulent times such as the ones we are experiencing now.

Suggested Citation

  • Anastasia D. Mitropoulou & Giannis T. Tsoulfas, 2021. "Using a Modified SERVQUAL Approach to Assess the Quality of Supply Chain Services in Greek Online Supermarkets," Logistics, MDPI, vol. 5(4), pages 1-17, October.
    • Handle: RePEc:gam:jlogis:v:5:y:2021:i:4:p:69-:d:648196
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2305-6290/5/4/69/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2305-6290/5/4/69/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Željko Stević & Ilija Tanackov & Adis Puška & Goran Jovanov & Jovica Vasiljević & Darko Lojaničić, 2021. "Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics," Sustainability, MDPI, vol. 13(10), pages 1-17, May.
    2. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    3. Farag, Sendy & Schwanen, Tim & Dijst, Martin & Faber, Jan, 2007. "Shopping online and/or in-store? A structural equation model of the relationships between e-shopping and in-store shopping," Transportation Research Part A: Policy and Practice, Elsevier, vol. 41(2), pages 125-141, February.
    4. Techane Bosona, 2020. "Urban Freight Last Mile Logistics—Challenges and Opportunities to Improve Sustainability: A Literature Review," Sustainability, MDPI, vol. 12(21), pages 1-20, October.
    5. Fan Yang & Huiying Zhang, 2018. "The impact of customer orientation on new product development performance," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 67(3), pages 590-607, March.
    6. Brandenburg, Marcus, 2016. "Supply chain efficiency, value creation and the economic crisis – An empirical assessment of the European automotive industry 2002–2010," International Journal of Production Economics, Elsevier, vol. 171(P3), pages 321-335.
    7. Mladen Jardas & Ana Perić Hadžić & Edvard Tijan, 2021. "Defining and Measuring the Relevance of Criteria for the Evaluation of the Inflow of Goods in City Centers," Logistics, MDPI, vol. 5(3), pages 1-15, July.
    8. Ali Bastas & Kapila Liyanage, 2018. "ISO 9001 and Supply Chain Integration Principles Based Sustainable Development: A Delphi Study," Sustainability, MDPI, vol. 10(12), pages 1-35, December.
    9. Reza Ahmadi Kahnali & Ahmad Esmaeili, 2015. "An integration of SERVQUAL dimensions and logistics service quality indicators (A case study)," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 21(3), pages 289-309.
    10. Huo, Baofeng & Ye, Yuxiao & Zhao, Xiande & Zhu, Kaihang, 2019. "Supply chain quality integration: A taxonomy perspective," International Journal of Production Economics, Elsevier, vol. 207(C), pages 236-246.
    11. Xianghui Peng & Victor Prybutok & Heng Xie, 2020. "Integration of supply chain management and quality management within a quality focused organizational framework," International Journal of Production Research, Taylor & Francis Journals, vol. 58(2), pages 448-466, January.
    12. Eléonora Morganti & Laetitia Dablanc & François Fortin, 2014. "Final deliveries for online shopping: the deployment of pickup point networks in urban and suburban areas," Post-Print hal-01067223, HAL.
    13. Catarina Ferreira & Catarina Cardoso & Mariana Travassos & Mariana Paiva & Micaela Pestana & João M. Lopes & Márcio Oliveira, 2021. "Disorders, Vulnerabilities and Resilience in the Supply Chain in Pandemic Times," Logistics, MDPI, vol. 5(3), pages 1-16, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Beckers, Joris & Cárdenas, Ivan & Verhetsel, Ann, 2018. "Identifying the geography of online shopping adoption in Belgium," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 33-41.
    2. Schaefer, Jaclyn S. & Figliozzi, Miguel A., 2021. "Spatial accessibility and equity analysis of Amazon parcel lockers facilities," Journal of Transport Geography, Elsevier, vol. 97(C).
    3. Giacomo Lozzi & Gabriele Iannaccone & Ila Maltese & Valerio Gatta & Edoardo Marcucci & Riccardo Lozzi, 2022. "On-Demand Logistics: Solutions, Barriers, and Enablers," Sustainability, MDPI, vol. 14(15), pages 1-21, August.
    4. Leonardo N. Rosenberg & Noemie Balouka & Yale T. Herer & Eglantina Dani & Paco Gasparin & Kerstin Dobers & David Rüdiger & Pete Pättiniemi & Peter Portheine & Sonja van Uden, 2021. "Introducing the Shared Micro-Depot Network for Last-Mile Logistics," Sustainability, MDPI, vol. 13(4), pages 1-21, February.
    5. Yu, Vincent F. & Aloina, Grace & Eccarius, Timo, 2023. "Adoption intentions of home-refill delivery service for fast-moving consumer goods," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 171(C).
    6. Raquel Soriano-Gonzalez & Elena Perez-Bernabeu & Yusef Ahsini & Patricia Carracedo & Andres Camacho & Angel A. Juan, 2023. "Analyzing Key Performance Indicators for Mobility Logistics in Smart and Sustainable Cities: A Case Study Centered on Barcelona," Logistics, MDPI, vol. 7(4), pages 1-20, October.
    7. Francisco Liébana-Cabanillas & Nidhi Singh & Zoran Kalinic & Elena Carvajal-Trujillo, 2021. "Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach," Information Technology and Management, Springer, vol. 22(2), pages 133-161, June.
    8. Milioti, Christina & Pramatari, Katerina & Kelepouri, Ioanna, 2020. "Modelling consumers’ acceptance for the click and collect service," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    9. Yoon, Junghyun & Lee, Hee Yong & Dinwoodie, John, 2015. "Competitiveness of container terminal operating companies in South Korea and the industry–university–government network," Transportation Research Part A: Policy and Practice, Elsevier, vol. 80(C), pages 1-14.
    10. Md. Mominur Rahman & Bilkis Akhter, 2021. "The impact of investment in human capital on bank performance: evidence from Bangladesh," Future Business Journal, Springer, vol. 7(1), pages 1-13, December.
    11. Usunier, Jean-Claude, 1998. "Oral pleasure and expatriate satisfaction: an empirical approach," International Business Review, Elsevier, vol. 7(1), pages 89-110, February.
    12. Abdul Kadar Muhammad Masum & Md Abul Kalam Azad & Loo-See Beh, 2015. "Determinants of Academics' Job Satisfaction: Empirical Evidence from Private Universities in Bangladesh," PLOS ONE, Public Library of Science, vol. 10(2), pages 1-15, February.
    13. Sharma, Vivek & Bhat, Dada Ab Rouf, 2020. "An empirical study exploring the relationship among human capital innovation, service innovation, competitive advantage and employee productivity in hospitality services," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 9(2), pages 1-14..
    14. Deepak, 2016. "Antecedent Value of Professional Commitment and Job Involvement in Determining Job Satisfaction," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 41(2), pages 154-164, May.
    15. Abernethy, Margaret A. & Vagnoni, Emidia, 2004. "Power, organization design and managerial behaviour," Accounting, Organizations and Society, Elsevier, vol. 29(3-4), pages 207-225.
    16. Marianela Denegri & María Baeza & Natalia Salinas-Oñate & Verónica Peñaloza & Horacio Miranda & Ligia Orellana, 2014. "Materialism in Pedagogy Students in Chile," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 117(2), pages 505-521, June.
    17. Terason Sid, 2021. "Predicting Sports Facility Revisit Intentions Based on Experience and Mediating Effects of Perceived Value," Polish Journal of Sport and Tourism, Sciendo, vol. 28(3), pages 35-41, September.
    18. Amy Roberts & Gregory S. Ching, 2021. "The Ebb and Flow of Study Abroad: A Comparative Analysis of PRC and International Students in Taiwan," Sustainability, MDPI, vol. 13(11), pages 1-18, May.
    19. Tomislav Letnik & Katja Hanžič & Giuseppe Luppino & Matej Mencinger, 2022. "Impact of Logistics Trends on Freight Transport Development in Urban Areas," Sustainability, MDPI, vol. 14(24), pages 1-18, December.
    20. Zhihui Wang & Liangzhen Nie & Eila Jeronen & Lihua Xu & Meiai Chen, 2023. "Understanding the Environmentally Sustainable Behavior of Chinese University Students as Tourists: An Integrative Framework," IJERPH, MDPI, vol. 20(4), pages 1-17, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jlogis:v:5:y:2021:i:4:p:69-:d:648196. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.