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ANTECEDENT OF CUSTOMER SATISFACTION WITH IMPACT OF LOGISTICS SERVICE QUALITY, E-PAYMENT THROUGH MODERATING ROLE OF INFORMATION AND COMMUNICATION TECHNOLOGY
Corresponding Author(s) : Shahzad Ahmad Khan
Humanities & Social Sciences Reviews,
Vol. 9 No. 2 (2021): March
Abstract
Purpose: Customer Satisfaction is the top priority in all business sectors, so the effect of different variables was evaluated on customer satisfaction which is taken as the dependent. Independent variable is e-Payment, Logistic Service Quality, and e-Traceability. Moderating Role was studied of the Use of ICT (Information and Communication Technology).
Methodology: This research was carried out on the logistic companies of major cities of Pakistan, including Islamabad, Peshawar, Lahore, and Karachi. The data was cross-sectional in nature and with the involvement of different geographical locations, data collection took a longer time. 400 questionnaires were distributed among the workers of logistic firms in the above-mentioned big cities of Pakistan. Only 298 responses were acquired out of which 258 were workable. Data were analyzed using SPSS-23.
Main Findings: Findings reveal that the moderating role of ICT is insignificant on the relationship between e-Payment and Customer Satisfaction and the use of ICT enhances the Service Quality of Logistics and Customer Satisfaction. The beneficiary of the current research would be the logistics firms of Pakistan as it encompasses different aspects influencing logistic customer satisfaction. Logistic service quality is directly linked to the customer, so the current study can benefit the logistic firm in how to retain customers and ultimately how to increase profitability.
Implications/Applications: Current research also describes the utilization of Information and Communication Technology so organizations can design their system according to the modern framework of technology.
Novelty/Originality of this study: This research study is based on different logistic services of major cities of Pakistan. The direct impact of independent variables on a dependent variable will be studied along with the moderating effect of Use of ICT on the direct relationships. The practice of logistic services has been changed due to the emergence of the concept of service quality and relationship marketing. Traditionally, logistics has been thought to be a bridge between production and consumption.
Keywords
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- Akbarian, R., & Vakili, T. (2011). Evaluation of factors affecting electronic payment systems by customers. In the First Regional Conference on New Approaches in Computer Engineering and Information Technology, Rudsar.
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- Chen, J. P., Shen, T. T., Hung, Y. T., & Wang, L. K. (2004). Pollution prevention. In Wang, L. K., Hung, Y. T., Lo, H. H., & Yapijakis, C. (Eds.). Handbook of industrial and hazardous wastes treatment. CRC Press. DOI: https://doi.org/10.1201/9780203026519.ch21
- Choi, T. M. (2020). Mobile-App-Online-Website Dual Channel Strategies: Privacy Concerns, E-Payment Convenience, Channel Relationship, and Coordination. IEEE Transactions on Systems, Man, and Cybernetics: Systems. https://doi.org/10.1109/TSMC.2019.2961979 DOI: https://doi.org/10.1109/TSMC.2019.2961979
- Dasaklis, T. K., Casino, F., & Patsakis, C. (2020). A traceability and auditing framework for electronic equipment reverse logistics based on blockchain: the case of mobile phones. In 2020 11th International Conference on Information, Intelligence, Systems and Applications (IISA (pp. 1-7). IEEE. DOI: https://doi.org/10.1109/IISA50023.2020.9284394
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- Fatonah, S., Yulandari, A., & Wibowo, F. W. (2018). A review of e-payment system in e-commerce. In Journal of Physics: Conference Series (Vol. 1140, No. 1, p. 012033). IOP Publishing. https://doi.org/10.1088/1742-6596/1140/1/012033 DOI: https://doi.org/10.1088/1742-6596/1140/1/012033
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- George, L. K. (1989). Stress, social support, and depression over the life-course. In K. S. Markides & C. L. Cooper (Eds.), Aging, stress and health (p. 241–267).
- Hartono, S. S. (2019). The effect of expected and perceived service quality on customer satisfaction: Optical retail in Indonesia. International Journal of Business and Administrative Studies, 5(2), 186-198. DOI: https://doi.org/10.20469/ijbas.5.10002-4 DOI: https://doi.org/10.20469/ijbas.5.10002-4
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References
Akbarian, R., & Vakili, T. (2011). Evaluation of factors affecting electronic payment systems by customers. In the First Regional Conference on New Approaches in Computer Engineering and Information Technology, Rudsar.
Alhammadi, A. A., & Tariq, M. U. (2020). The Impact of Quality E-payment System on Customer Satisfaction. Journal of Critical Reviews, 7(15), 5438-5447.
Barari, M., Ross, M., & Surachartkumtonkun, J. (2020). Negative and positive customer shopping experience in an online context. Journal of Retailing and Consumer Services, 53, 101985. https://doi.org/10.1016/j.jr etconser.2019.101985 DOI: https://doi.org/10.1016/j.jretconser.2019.101985
Bosona, T., & Gebresenbet, G. (2013). Food traceability as an integral part of logistics management in food and agricultural supply chain. Food Control, 33(1), 32-48. https://doi.org/10.1016/j.foodcont.2013.02.004 DOI: https://doi.org/10.1016/j.foodcont.2013.02.004
Bowersox, D. J., Daugherty, P. J., Droge, C. L., Rogers, D. S., & Wardlow, D. L. (2015). An Examination of North American Leading Edge Logistics. In Proceedings of the 1989 Academy of Marketing Science (AMS) Annual Conference (pp. 445-449). Springer, Cham. https://doi.org/10.1007/978-3-319-17055-8_90 DOI: https://doi.org/10.1007/978-3-319-17055-8_90
Chen, J. P., Shen, T. T., Hung, Y. T., & Wang, L. K. (2004). Pollution prevention. In Wang, L. K., Hung, Y. T., Lo, H. H., & Yapijakis, C. (Eds.). Handbook of industrial and hazardous wastes treatment. CRC Press. DOI: https://doi.org/10.1201/9780203026519.ch21
Choi, T. M. (2020). Mobile-App-Online-Website Dual Channel Strategies: Privacy Concerns, E-Payment Convenience, Channel Relationship, and Coordination. IEEE Transactions on Systems, Man, and Cybernetics: Systems. https://doi.org/10.1109/TSMC.2019.2961979 DOI: https://doi.org/10.1109/TSMC.2019.2961979
Dasaklis, T. K., Casino, F., & Patsakis, C. (2020). A traceability and auditing framework for electronic equipment reverse logistics based on blockchain: the case of mobile phones. In 2020 11th International Conference on Information, Intelligence, Systems and Applications (IISA (pp. 1-7). IEEE. DOI: https://doi.org/10.1109/IISA50023.2020.9284394
Eldabet, M. M. (2019). Proposed framework for the factors and determinants of the identification of targeted customers for small and medium enterprises, applying to hotel and restaurant services. International Journal of Business and Economic Affairs, 4(5), 254–263. https://doi.org/10.24088/IJBEA-2019-45005 DOI: https://doi.org/10.24088/IJBEA-2019-45005
Fatonah, S., Yulandari, A., & Wibowo, F. W. (2018). A review of e-payment system in e-commerce. In Journal of Physics: Conference Series (Vol. 1140, No. 1, p. 012033). IOP Publishing. https://doi.org/10.1088/1742-6596/1140/1/012033 DOI: https://doi.org/10.1088/1742-6596/1140/1/012033
Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000). Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing, 64(3), 65-87. https://doi.org/10.1509/jmkg.64.3.65.18028 DOI: https://doi.org/10.1509/jmkg.64.3.65.18028
George, L. K. (1989). Stress, social support, and depression over the life-course. In K. S. Markides & C. L. Cooper (Eds.), Aging, stress and health (p. 241–267).
Hartono, S. S. (2019). The effect of expected and perceived service quality on customer satisfaction: Optical retail in Indonesia. International Journal of Business and Administrative Studies, 5(2), 186-198. DOI: https://doi.org/10.20469/ijbas.5.10002-4 DOI: https://doi.org/10.20469/ijbas.5.10002-4
Ho, K. K., See-To, E. W., & Chiu, D. K. (2020). “Price Tag†of Risk of Using E-Payment Service. Journal of Internet Commerce, 19(3), 324-345. https://doi.org/10.1080/15332861.2020.1742482 DOI: https://doi.org/10.1080/15332861.2020.1742482
Jafari, A., Bagheri, F., & Hosseinzadeh, N. (2013). solutions to increase customer satisfaction by fuzzy ANP approach, BSC, and fuzzy TOPSIS (Case Study: Electronic payment company). In the First National Conference on the Development of Monetary Management and Banking, Tehran, Iran.
Lewin, K., Lippitt, R., & White, R. K. (1939). Patterns of aggressive behavior in experimentally created “social climatesâ€. The Journal of Social Psychology, 10(2), 269-299. https://doi.org/10.1080/00224545.1939.9713366 DOI: https://doi.org/10.1080/00224545.1939.9713366
Li, X., Lv, F., Xiang, F., Sun, Z., & Sun, Z. (2020). Research on key technologies of logistics information traceability model based on consortium chain. IEEE Access, 8, 69754-69762. https://doi.org/10.1109/A CCESS.2020.2986220 DOI: https://doi.org/10.1109/ACCESS.2020.2986220
Lindh, C., Dahlin, P., & Hadjikhani, A. (2008). How Does Information Technology Impact on Business Relationships? The Need for Personal Meetings. In 24th IMP-conference, Uppsala, Sweden.
Liu, C. S., Trappey, C. V., Trappey, A. J., Hung, A. Y., Huang, A. Y., & Lee, W. T. (2008). Analysis and design of a supply chain logistics hub for aftermarket automotive parts distribution. In 2008 International Conference on Service Systems and Service Management (pp. 1-5). IEEE. https://doi.org/10.1109 /ICSSSM.2008.4598548 DOI: https://doi.org/10.1109/ICSSSM.2008.4598548
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Malik, R. K. & Sinha, G. K. (2020). Sustainable logistics in automobile passenger vehicle manufacturing organizations. International Journal of Humanities, Arts and Social Sciences, 6(1), 1-9. https://doi.org/ 10.20469/ijhss.6.20001-1 DOI: https://doi.org/10.20469/ijhss.6.20001-1
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Minbo, L., & Chen, C. (2009). Rfid complex event processing mechanism for logistics tracking and tracing. In 2009 International Forum on Computer Science-Technology and Applications (Vol. 3, pp. 44-48). IEEE. https://doi.org/10.1109/IFCSTA.2009.249 DOI: https://doi.org/10.1109/IFCSTA.2009.249
Oliver, R.L. (1999) Whence consumer loyalty. Journal of Marketing, 63, 33-34. https://doi.org/10.1177/00222429990634s105 DOI: https://doi.org/10.1177/00222429990634s105
Perego, A., Perotti, S., & Mangiaracina, R. (2011). ICT for logistics and freight transportation: A literature review and research agenda. International Journal of Physical Distribution & Logistics Management, 41(5), 457-483. https://doi.org/10.1108/09600031111138826 DOI: https://doi.org/10.1108/09600031111138826
Pratama, J., & Utama, A. A. (2019). Business process analysis for transfer payment transaction case study: An LPG distributor company in Bandung. International Journal of Business and Administrative Studies, 5(2), 84-96. https://doi.org/10.20469/ijbas.5.10004-2 DOI: https://doi.org/10.20469/ijbas.5.10004-2
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Regattieri, A., Gamberi, M., & Manzini, R. (2007). Traceability of food products: General framework and experimental evidence. Journal of Food Engineering, 81(2), 347-356. https://doi.org/10.1016/j.jf oodeng.2006.10.032 DOI: https://doi.org/10.1016/j.jfoodeng.2006.10.032
Richey Jr, R. G., Hilton, C. B., Harvey, M. G., Beitelspacher, L. S., Tokman, M., & Moeller, M. (2011). Aligning operant resources for global performance: An assessment of supply chain human resource management. Journal of Management and Organization, 17(3), 364-382. https://doi.org/10.5172 /jmo.2011.17.3.364 DOI: https://doi.org/10.5172/jmo.2011.17.3.364
Rollins, M., Pekkarinen, S., & Mehtälä, M. (2011). Interâ€firm customer knowledge sharing in logistics services: An empirical study. International Journal of Physical Distribution & Logistics Management, 41(10), 956-971. https://doi.org/10.1108/09600031111185239 DOI: https://doi.org/10.1108/09600031111185239
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Samarasinghe, R., Nishantha, G. G. D., & Shutto, N. (2009, December). Total traceability system: A sustainable approach for food traceability in SMEs. In 2009 international conference on Industrial and Information Systems (ICIIS) (pp. 74-79). IEEE. https://doi.org/10.1109/ICIINFS.2009.5429887 DOI: https://doi.org/10.1109/ICIINFS.2009.5429887
Saqib, (2003). Information Technology in Business. New York, NY: Cengage Learning.
Saura, I. G., Frances, D. S., Contri, G. B., & Blasco, M. F. (2008). Logistics service quality: A new way to loyalty. Industrial management & data systems. Industrial Management & Data Systems, 108(5), 650-668. https://doi.org/10.1108/02635570810876778 DOI: https://doi.org/10.1108/02635570810876778
Setiawan, S. B. (2019). Sustainability and the competitive advantage: The perspective of the logistics industry. International Journal of Business and Economic Affairs, 4(5), 201–213. https://doi.org/10.24088/IJBEA-2019-45001 DOI: https://doi.org/10.24088/IJBEA-2019-45001
Shahzore (2002). Sample size and factor analysis. Psychological Methods, 4, 84-99. https://doi.org/10.1037/1082-989X.4.1.84 DOI: https://doi.org/10.1037/1082-989X.4.1.84
Sharaft. (2002). Electronic payments and attitudes of people about them. The First International Conference on Commerce, Tehran.
Thakur, M., Tveit, G. M., Vevle, G., & Yurt, T. (2020). A framework for traceability of hides for improved supply chain coordination. Computers and Electronics in Agriculture, 174, 105478. https://doi.org/10.1016/j.compag.2020.105478 DOI: https://doi.org/10.1016/j.compag.2020.105478
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