Assessing Logistics Service Quality in Omni-Channel Retailing Through Integrated SERVQUAL and Kano Model

Assessing Logistics Service Quality in Omni-Channel Retailing Through Integrated SERVQUAL and Kano Model

Omni-channel retailing is a novel form that combines online, offline, and mobile channels to provide consumers with a seamless shopping experience. Nevertheless, the implementation of omni-channel retailing necessitates effective logistics support. Hence, the quality of logistics services is critica...

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Bibliographic Details
Main Authors: Lanhui Cai, Yanfeng Liu, Po-Lin Lai, Xiaonan Zhu, Kum Fai Yuen, Xueqin Wang
Format: Article
Language:English
Published: MDPI AG 2024-10-01
Series:Systems
Subjects:
omni-channel retailing
logistics service quality
kano model
SERVQUAL framework
consumer satisfaction
hierarchical regression
Online Access:https://www.mdpi.com/2079-8954/12/11/466
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