IDEAS home Printed from https://ideas.repec.org/a/bco/mbraaa/v4y2017p112-128.html
   My bibliography  Save this article

Measuring the effect of perceived logistics service quality on brand factors in the e-commerce context

Author

Listed:
  • Ebru SÃœRÃœCÃœ

    (Research Assistant, Department of Maritime Business Administration, Faculty of Maritime, Dokuz Eylul University, Izmir, Turkey)

  • Nergis ÖZISPA

    (Research Assistant, Department of Maritime Business Administration, Faculty of Maritime, Dokuz Eylul University, Izmir, Turkey)

Abstract

In e-commerce industry while most of the transactions happen electronically, logistics activities are still required to ship products to end points. Firms that operate in e-commerce industry should consider logistics as a critical success factor if they want to be successful in operations. Studies show that customers choose strong brands in e-commerce to get better logistics service. Main purpose of this research is to examine the consequences of logistics service quality on brand factors considering e-commerce industry. To this end, for brand factors including quality (PQ), brand loyalty (BL), and brand trust (BT), and logistics service quality (LSQ), a literature review is made. According to this literature review, a survey is prepared and sent to e-commerce website users via email and online survey software. The originality of this study lies on the investigation of how perceived logistics service quality affects perceived quality, brand trust, and brand loyalty from the e-commerce perspective for the first time. As an exploratory study that links logistics service quality with brand, the study investigates how logistics service quality characteristics, namely timelines, order condition, information quality, personal contact quality, ordering procedures, ordering release quantities, order accuracy, order quality, and order discrepancy handling affect brand factors as perceived quality, brand loyalty, and brand trust. To that end, the data collected based on responses from 193 online shopping website users. Based on the factor analysis results, 6 groups are identified for LSQ. The results indicated that logistics service quality has an impact on perceived quality and brand trust and it has no impact on brand loyalty. At the end, implications of these findings for managers and directions for future research are presented.

Suggested Citation

  • Ebru SÃœRÃœCÃœ & Nergis ÖZISPA, 2017. "Measuring the effect of perceived logistics service quality on brand factors in the e-commerce context," Marketing and Branding Research, EUROKD, vol. 4(2), pages 112-128.
    • Handle: RePEc:bco:mbraaa::v:4:y:2017:p:112-128
    DOI: 10.33844/mbr.2017.60378
    as

    Download full text from publisher

    File URL: https://api.eurokd.com/Uploads/Article/822/mbr.2017.60378.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.33844/mbr.2017.60378?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Harlina Suzana Jaafar & Mohammed Rafiq, 2005. "Customers’ Perceptions of Service Quality by TPL Service Providers in the United Kingdom — A Confirmatory Factor Analysis," Springer Books, in: Herbert Kotzab & Stefan Seuring & Martin Müller & Gerald Reiner (ed.), Research Methodologies in Supply Chain Management, pages 187-202, Springer.
    2. Rohm, Andrew J. & Swaminathan, Vanitha, 2004. "A typology of online shoppers based on shopping motivations," Journal of Business Research, Elsevier, vol. 57(7), pages 748-757, 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. Bianca Polenzani & Andrea Marchini, 2022. "Does the Covid-19 affect food consumption patterns? A Transaction Cost Perspective," Economia agro-alimentare, FrancoAngeli Editore, vol. 24(2), pages 1-28.
    2. Komal Nagar & Payal Gandotra, 2016. "Exploring Choice Overload, Internet Shopping Anxiety, Variety Seeking and Online Shopping Adoption Relationship: Evidence from Online Fashion Stores," Global Business Review, International Management Institute, vol. 17(4), pages 851-869, August.
    3. Asma Abdulaziz Aljarbou, 2023. "The Impact of Electronic Commerce on Consumer Satisfaction and Consumer Preferences for Retail Stores in Saudi Arabia," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 15(1), pages 1-90, July.
    4. Vaishali Hemant Pardeshi & Vandana Khanna, 2021. "Factors influencing online apparel shopping orientation among women in Mumbai," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 11(1), pages 163-174, December.
    5. Freathy, Paul & Calderwood, Eric, 2013. "The impact of internet adoption upon the shopping behaviour of island residents," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 111-119.
    6. Xi, Nannan & Hamari, Juho, 2021. "Shopping in virtual reality: A literature review and future agenda," Journal of Business Research, Elsevier, vol. 134(C), pages 37-58.
    7. Lu, Baozhou & Yan, Lixiao & Chen, Zhipeng, 2022. "Perceived values, platform attachment and repurchase intention in on-demand service platforms: A cognition-affection-conation perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    8. Chaparro-Peláez, Julián & Agudo-Peregrina, Ángel F. & Pascual-Miguel, Félix J., 2016. "Conjoint analysis of drivers and inhibitors of e-commerce adoption," Journal of Business Research, Elsevier, vol. 69(4), pages 1277-1282.
    9. Aiolfi Simone & Edoardo Sabbadin, 2017. "The New Paradigm of the Omnichannel Retailing: Key Drivers, New Challenges and Potential Outcomes Resulting from the Adoption of an Omnichannel Approach," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(1), pages 1-85, December.
    10. Padmavathy, Chandrasekaran & Swapana, Murali & Paul, Justin, 2019. "Online second-hand shopping motivation – Conceptualization, scale development, and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 19-32.
    11. Jebarajakirthy, Charles & Shankar, Amit, 2021. "Impact of online convenience on mobile banking adoption intention: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    12. Lin Xiao & Zixiu Guo & John D’Ambra, 2019. "Benefit-based O2O commerce segmentation: a means-end chain approach," Electronic Commerce Research, Springer, vol. 19(2), pages 409-449, June.
    13. Close, Angeline G. & Kukar-Kinney, Monika, 2010. "Beyond buying: Motivations behind consumers' online shopping cart use," Journal of Business Research, Elsevier, vol. 63(9-10), pages 986-992, September.
    14. Gupta, Anil & Arora, Neelika, 2017. "Understanding determinants and barriers of mobile shopping adoption using behavioral reasoning theory," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 1-7.
    15. Suleiman Ocheni, 2019. "Youth, Luxury and the Willingness to Pay," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 3(3), pages 181-189, March.
    16. Anjali Singh & Ajay Kumar, 2021. "Designing the marketspace for millennials: fun, functionality or risk?," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(4), pages 311-327, December.
    17. Kang, Ju-Young M. & Johnson, Kim K.P., 2015. "F-Commerce platform for apparel online social shopping: Testing a Mowen’s 3M model," International Journal of Information Management, Elsevier, vol. 35(6), pages 691-701.
    18. Kajul Bharti & Richa Agarwal & Akshay Kumar Satsangi, 2024. "The transformative service performance of InsurTech companies: using PLS-SEM and IPMA approach for examining the purchase behavior of InsurTech customers," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(4), pages 1445-1463, December.
    19. Raquel P. F. Guiné & Sofia G. Florença & Cristina A. Costa & Paula M. R. Correia & Manuela Ferreira & Ana P. Cardoso & Sofia Campos & Ofélia Anjos & Cristina Chuck-Hernández & Marijana Matek Sarić & I, 2022. "Investigation of the Level of Knowledge in Different Countries about Edible Insects: Cluster Segmentation," Sustainability, MDPI, vol. 15(1), pages 1-19, December.
    20. Carlson, Jamie & O’Cass, Aron & Ahrholdt, Dennis, 2015. "Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 90-102.

    More about this item

    Statistics

    Access and download statistics

    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:bco:mbraaa::v:4:y:2017:p:112-128. 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: Sara Gunen (email available below). General contact details of provider: .

    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.