A comparative study of logistics service quality dimensions in the British and Chinese online retailing markets

Yang Liu, Yuan Xing, Cuilian Liu

    Research output: Chapter in Book/Report/Conference proceedingConference contribution

    Abstract

    The advent of the Internet has brought the retail industry into the digital age. At the same time, logistics service quality (LSQ) has become a success factor of Internet retailers, whether in the UK where a mature e-commerce market has been established, or in China where the online shopping market is experiencing fast-growing development. This paper takes a comparative study of business-to-consumer (B2C) e-commerce in the UK and in China, focusing on LSQ dimensions and variables. The key issue is presented from the consumer-based perspective of a series of surveys undertaken in the UK and in China. The factor analysis indicates that LSQ has significant impact on customer satisfaction and loyalty in both countries, while consumers in the two markets put different values on the LSQ variables. The results confirm different levels of B2C e-commerce development in the two countries, and contribute to setting an LSQ measurement framework for the Chinese Internet retailers. © ASCE.

    Original languageEnglish
    Title of host publicationProceedings of the 8th International Conference of Chinese Logistics and Transportation Professionals - Logistics: The Emerging Frontiers of Transportation and Development in China
    Pages3184-3191
    Number of pages8
    DOIs
    Publication statusPublished - 2008
    Event8th International Conference of Chinese Logistics and Transportation Professionals - Logistics: The Emerging Frontiers of Transportation and Development in China - Chengdu, China
    Duration: 31 Jul 20083 Aug 2008

    Conference

    Conference8th International Conference of Chinese Logistics and Transportation Professionals - Logistics: The Emerging Frontiers of Transportation and Development in China
    CountryChina
    CityChengdu
    Period31/07/083/08/08

    Keywords

    • Internet retailers
    • Logistics service quality (LSQ)
    • LSQ dimensions
    • Online shopping

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  • Cite this

    Liu, Y., Xing, Y., & Liu, C. (2008). A comparative study of logistics service quality dimensions in the British and Chinese online retailing markets. In Proceedings of the 8th International Conference of Chinese Logistics and Transportation Professionals - Logistics: The Emerging Frontiers of Transportation and Development in China (pp. 3184-3191) https://doi.org/10.1061/40996(330)468