Jiang, Y, Lai, P, Chang, C-H, Yuen, KF, Li, S and Wang, X (2021) Sustainable management for Fresh Food E-Commerce Logistics Services. Sustainability, 13 (6). ISSN 2071-1050

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Abstract

This article determines the quality factors that improve the satisfaction of logistics services and the specific evaluation items that customers value. Moreover, this study verifies the moderating effect of consumers on the perceived importance of last-mile logistics services and its impact on logistics service satisfaction. Through literature review, the conceptual model is determined, and measurement scales are developed. Furthermore, we collect data through online surveys and employed structural equation modeling, hierarchical regression analysis, and importance–performance analysis methods to analyze the collected data and test research hypotheses. The findings of this study are as follows. First, the qualities of personal contact, timeliness, and empathy in the fresh food e-commerce logistics service quality evaluation system have a significant positive impact on the fresh food e-commerce logistics service consumer satisfaction, but the delivery quality and information quality are not significant. Second, consumers' perceived importance of last-mile logistics services has a positive and significant impact on consumer satisfaction of fresh food e-commerce logistics services. Moreover, as a moderating variable, its moderating effect has limitations: it only affects the relationship between information quality, timeliness quality, empathy quality, and consumer satisfaction. Finally, in the three evaluation dimensions of information quality, timeliness quality, and empathy quality, specific items that need to be further improved are identified. This study enriches and supplement the empirical research in the field of fresh food e-commerce logistics and provides academic literature with a reference value for fresh food e-commerce logistics enterprises.

Item Type:	Article
Uncontrolled Keywords:	12 Built Environment and Design
Subjects:	H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5001 Business > HF5410 Marketing. Distribution of Products
Divisions:	Engineering
Publisher:	MDPI AG
Date Deposited:	18 Mar 2021 12:40
Last Modified:	04 Sep 2021 05:44
DOI or ID number:	10.3390/su13063456
URI:	https://researchonline.ljmu.ac.uk/id/eprint/14644

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