A STUDY OF LOGISTICS CAPABILITIES AND LOGISTICS SERVICE QUALITY THAT INFLUENCE LOGISTICS RELATIONSHIPS BETWEEN LOGISTICS SERVICE PROVIDERS AND B2C E-COMMERCE BUSINESSES
Keywords:
Logistics Capability, Logistics Service Quality, Logistics Outsourcing Relationship, B2C Ecommerce, Logistics Service ProvidersAbstract
This study aimed to investigate the effects of logistics capability on operation logistics service quality, relational logistics service quality, and logistics relationships in terms of retention, extension, and referral. The samples were from business-to-consumer (B2C) e-commerce businesses. The online questionnaires were used to collect data from 303 samples based on the convenience sampling technique. The descriptive statistical tools, including frequency, mean, and standard deviation, were used to analyze the data. Moreover, structural equation modeling, utilizing the statistical software: SPSS and AMOS, was used to explore the relationships among the aforementioned factors. The results revealed that the structural equation modeling was aligned with the explicit data at a good fit level. The hypothesis test results showed that the logistics capability had positive effects on the operation logistics service quality and relational logistics service quality at a statistically significant level of .01. Moreover, the operation logistics service quality showed significant positive effects on logistics relationships in terms of retention, extension, and referral at a statistically significant level of .01. The results also showed that the relational logistics service quality had positive effects on logistics relationships in terms of retention but did not have effects on logistics relationships in terms of extension and referral. When analyzing the path analysis, the results revealed that the logistics capability had indirect effects on the logistics relationship in terms of retention, extension, and referral through operation logistics service quality acting as a mediating variable. Nevertheless, logistics capability did not have indirect effects on logistics relationships in terms of retention, extension, and referral.
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