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Logistic service quality and technology: a comparison between supplier-retailer and retailer-consumer relationships

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Abstract:

Physical distribution quality can be considered as a differentiation factor and, in this way, as a source of competitive advantage. Nevertheless, there is neither consensus about its dimensions, or on how it might be influenced by technological solutions. The present paper aims at identifying the main antecedents of logistic service quality, examining the influence of technology on logistic service quality and analysing its effects on firm results in terms of customer satisfaction and loyalty in different levels of the marketing channel. The proposed structural equations model is tested empirically in two different samples: 400 consumers and 304 distributors. For both samples, technology assessment shows a positive effect on logistic service quality and this, in turn, generates customer satisfaction and loyalty.

Keywords: information and communication technology; logistic service quality; loyalty; retail distribution; satisfaction

Document Type: Research Article

DOI: http://dx.doi.org/10.1080/09593960802573385

Affiliations: 1: Department of Marketing, University of Valencia, Valencia, Spain 2: Universidad Catolica de Valencia, Valencia, Spain

Publication date: December 1, 2008

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