Quality in Logistics Services as a Relevant Factor for Customer Loyalty Ecommerce
Name: FAUSTO KARLAIRE DE BARROS
Type: MSc dissertation
Publication date: 23/03/2016
Advisor:
Name |
Role |
|---|---|
| HÉLIO ZANQUETTO FILHO | Co-advisor * |
| MARCOS PAULO VALADARES DE OLIVEIRA | Advisor * |
Examining board:
| Name |
Role |
|---|---|
| HÉLIO ZANQUETTO FILHO | Co advisor * |
| MARCOS PAULO VALADARES DE OLIVEIRA | Advisor * |
| TERESA CRISTINA JANES CARNEIRO | Internal Examiner * |
| THALMO DE PAIVA COELHO JUNIOR | External Examiner * |
Summary: Logistics service quality is of strategic importance in e-retail. However, it is not clear which of its elements are more relevant to the customer perceptions since logistics service quality measures have been developed mainly for B2B relationships. There is also little clarity on how perceived quality impacts on customer loyalty, especially those who have experienced service failures. Aiming to contribute for a better understanding of these issues, this paper has two major goals. The first one is to investigate the relationship between logistics service quality and customer loyalty in the e-retail context. Second, it aims to verify if there is significant difference in this relationship for customers with previous service failure experiences compared to customers with no failure experiences. For this, we offer a new operationalization for logistics service quality in e-retail based on the service quality literature. This research is quantitative in nature and data were collected through questionnaires, gathering 124 respondents. The analysis method is partial least squares structural equation modelling (PLS-SEM) and is operationalized through the software SmartPLS 3.0. The results confirm significant impact for logistics service quality on customer loyalty. It also highlights Communication and Availability as the most relevant dimensions of Logistics Service Quality construct. The moderating role of service failure is also confirmed since logistics service quality has considerably stronger impact on loyalty when customers have experienced service failures. Therefore, we conclude that the model has good predictive capacity and can be applied for academic and managerial purposes. Finally, suggestions for future researchs are made
