Article

Retail Logistics Service Quality: A Cross-Cultural Survey on Customer Perceptions

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Purpose – The purpose of this paper is to compare perceptions of retail logistics service quality
among Romanian and Tunisian customers, and determine which dimensions of logistics service
quality have the greatest influence on customer satisfaction and loyalty.
Design/methodology/approach – Data were collected using self-administered questionnaires from
two convenience samples of hypermarket customers (100 in Romania and 100 in Tunisia). Logistics
service quality was measured using two dimensions: the relational LSQ (The perception of Carrefour
employees’ assurance, responsiveness and caring) and the operational LSQ (Carrefour reliability). Data
were analyzed by using confirmatory factor analysis, ANOVA and linear regression.
Findings – Respondents in both countries reported high levels of perceived logistics service quality
in Carrefour. However, Romanians reported higher perceived logistics service quality than Tunisians
for both dimensions. In the Tunisian sample, relational LSQ was the most important predictor of
satisfaction, and the most important predictor of loyalty was the operational LSQ; in the Romanian
sample, relational LSQ was the most important predictor of both satisfaction and loyalty.
Practical implications – Romanian Carrefour managers should focus on the customers’
relationships with the staff in logistics service by implementing appropriate customer-oriented
training programs. Tunisian Carrefour managers should focus on the ability to perform the promised
service dependably and accurately.
Originality/value – Despite the large number of studies on individual countries, no study compares
logistics service quality among different countries. The present study compares perceptions of
logistics service quality between consumers in two countries – Romania and Tunisia – that have
different economic and cultural environments. This study shows that logistics service quality is an
essential factor in satisfying and retaining retail customers in the retail sector.

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Ketersediaan

Informasi Detail

Judul Seri

International Journal of Retail & Distribution Management

No. Panggil

ATC LO BOU r

Penerbit

Tunisia : Emerald Insight., 2013

Deskripsi Fisik

22 p

Bahasa

English

ISBN/ISSN

0959-0552

Klasifikasi

LO

Tipe Isi

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Tipe Media

-

Tipe Pembawa

online resource

Edisi

Vol. 41 Iss 8 pp

Subjek

logistic Management
Distribution Management
Logistics Service Quality
Retail Distribution

Info Detail Spesifik

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Pernyataan Tanggungjawab

Bouzaabia, Rym

Versi lain/terkait

Lampiran Berkas

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