DOI: 10.1177/09722629231179877 ISSN:
Can Brick-and-Click Stores Yield Returning Online Customers? Assessing In-house Logistics Service Quality (LSQ) of Multi-channel Retailers
Siti Norida Wahab, Muhammad Iskandar Hamzah, Salini Devi Rajendran- Strategy and Management
- Business and International Management
This study aims to examine the influence of retail logistics service quality on online customer loyalty in Malaysia. In total, 372 self-administered questionnaires were collected from customers who have ordered products online from ‘brick-and-click’ supermarkets and department stores. The results show that product condition, product availability and delivery durations are significant predictors of customer loyalty. The novelty of this research lies in its strong emphasis on last-mile parcel delivery, which is a crucial aspect of order fulfilment operations, and the first-party home delivery service, which is among the earliest conducted in the region.