Logistic service quality and technology: a comparison between supplier–retailer and retailer–consumer relationships

Abstract

Physical distribution quality can be considered as a differentiation factor and, in this way, as a source of competitive advantage. Nevertheless, there is neither consensus about its dimensions, or on how it might be influenced by technological solutions. The present paper aims at identifying the main antecedents of logistic service quality, examining the influence of technology on logistic service quality and analysing its effects on firm results in terms of customer satisfaction and loyalty in different levels of the marketing channel. The proposed structural equations model is tested empirically in two different samples: 400 consumers and 304 distributors. For both samples, technology assessment shows a positive effect on logistic service quality and this, in turn, generates customer satisfaction and loyalty.

Keywords:

• retail distribution
• logistic service quality
• information and communication technology
• satisfaction
• loyalty

Acknowledgement

This research has been financed by the Spanish Ministry of Education and Science (Projects ref.: SEJ2004-05988 and SEJ2007-66054/ECON).