The Effect of Logistics Services Quality on Consumer Satisfaction in Fresh Food E-Commerce: Evidence from the South of Vietnam

Phan, The Vinh and Huynh, Cong Minh (2023): The Effect of Logistics Services Quality on Consumer Satisfaction in Fresh Food E-Commerce: Evidence from the South of Vietnam. Published in:

Abstract

This study aims to explore the impact of five aspects of Logistics service quality on Consumer satisfaction for the fresh food e-commerce in three provinces of the Southern Vietnam, including Ho Chi Minh City, Binh Duong, and Dong Nai. Results show that Personnel contact quality, Delivery quality, and Empathy quality have significantly positive impacts on consumer satisfaction. However, the impact of Information quality and Timeliness quality are not strong significant. Remarkable, Personnel contact quality has the strongest impact on consumer satisfaction in the logistics service quality of fresh food e-commerce. The findings provide: i) logistics firms in the field of fresh food e-commerce with important managerial implications, and ii) researchers with empirical evidence in the research context of an emerging economy.

• Item Type: MPRA Paper
• Language: English
• Keywords: Logistics service quality, Personnel contact quality, Delivery quality, Information quality, Timeliness quality, Empathy quality, Fresh food, E-commerce, Consumer satisfaction
• Subjects: L - Industrial Organization > L8 - Industry Studies: Services > L81 - Retail and Wholesale Trade ; e-Commerce; M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M3 - Marketing and Advertising > M31 - Marketing; Q - Agricultural and Natural Resource Economics ; Environmental and Ecological Economics > Q0 - General > Q02 - Commodity Markets

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