Browsing by Author "TAN JIN WEI"

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    INVESTIGATING LOGISTICS SERVICES QUALITY IN OMNICHANNEL FOOD RETAIL INDUSTRY
    (2022) TAN JIN WEI
    This is a research paper. The purpose of this paper is to investigate the effects of logistics service quality (LSQ) on consumer satisfaction and consumer loyalty in an omnichannel food retail environment. This paper uses an empirical, survey-based approach to collect data from consumers about experiences with omnichannel food retail scenarios Respondents completed the survey, responding to questions regarding their perception on timeliness, availability, and condition component of LSQ, consumer satisfaction, and consumer loyalty relative to their actual experience. Findings of this paper suggests that all three dimensions of LSQ (timeliness, availability, and condition) are distinct in their impact on consumer satisfaction and loyalty. Results suggest that for consumer satisfaction and consumer loyalty, availability shows most significant relations. Timeliness shows positive relationship second to availability, while condition shows equal significance to consumer satisfaction but insignificant to consumer loyalty. Besides that. this research requires additional research to explore other LSQ components and extend the insight of LSQ in omnichannel to a wider and more complete scope. The research also poses implications for the industry, where retailers should acknowledge that for omnichannel consumers, availability is the essential remedy for satisfaction and loyalty."