Measurement of logistics service quality of e-commerce
by Djalma Silva Guimaraes Junior; Carlos Henrique Michels De Sant'anna; Eduardo José Oenning Soares; Fagner José Coutinho De Melo; Denise Dumke De Medeiros
International Journal of Logistics Systems and Management (IJLSM), Vol. 37, No. 1, 2020

Abstract: This study aims to explore the relationship between the quality perceived in the logistics service of internet purchases in Brazil and the dimensions of quality proposed in the SERVPERF model. The quality dimensions contained in the SERVPERF model were the input for the validation of the relationship analysed through structural equation modelling (SEM). The sample of this study consisted of 249 consumers of products purchased through the internet. The results of the application of the SEM evidenced that aspects related to reliability and assurance are significant for the perceived quality formation in e-commerce logistics services. The main contribution of this work focuses on the indicative for e-commerce companies on aspects of the services that can be oriented, in order to improve the perception of the quality of the service provided, as well as, contribute to the expansion of the improvement of this service and economic efficiency of corporate activities.

Online publication date: Fri, 18-Sep-2020

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