Título Online sellers’ reuse behaviour for third-party logistics services: An innovative model development and E-Commerce
Autores Ngah A.H. , Anuar M.M. , Rozar N.N. , ARIZA MONTES, JOSÉ ANTONIO, Araya-Castillo L. , Kim J.J. , Han H.
Publicación externa No
Medio Sustainability
Alcance Article
Naturaleza Científica
Cuartil JCR 2
Cuartil SJR 1
Impacto JCR 3.88900
Impacto SJR 0.66400
Web https://www.scopus.com/inward/record.uri?eid=2-s2.0-85111142051&doi=10.3390%2fsu13147679&partnerID=40&md5=c9812496e12cfa1270e1391f87585937
Fecha de publicacion 01/01/2021
ISI 000676980400001
Scopus Id 2-s2.0-85111142051
DOI 10.3390/su13147679
Abstract The increase in customer complaints on the reliability of 3PL services among online sellers has become prominent in the industry, as confirmed by 3PL service providers in Malaysia. The increase in customer complaints increases the tendency to switch to other 3PL service providers. As Asian markets lead the growth of e-commerce, covering approximately 50% of the global e-commerce market, whether the customer will continue to shop online or not is no longer the issue. Although having the proper logistics provider to support online sellers’ business is crucial, most studies have focused on the online shopper’s perspective and employ the service quality theory. Observably, the satisfaction and reuse intention of the 3PL from the online retailer’s perspective is largely neglected. This study identified the factors influencing the satisfaction and reuse intention of 3PL services among online sellers in Malaysia by employing and expanding the stimulus-organism- response (SOR) theory. A purposive sampling method was employed, and the data were gathered via an online survey among online sellers. Additionally, smart partial least squares (SmartPLS) was applied to test the hypotheses. The results indicated that reliability had a positive effect on satisfaction, and satisfaction had a positive relationship with the reuse intention of certain 3PL services. Moreover, satisfaction mediated the relationship between reliability and reuse intention, whereas price fairness strengthened the positive relationship between satisfaction and reuse intention. The findings enhance studies that employed the SOR theory, particularly relating to online sellers’ behaviour on 3PL services. The findings also benefit online sellers and 3PL service providers to create attractive marketing strategies for business sustainability. © 2021 by the authors. Licensee MDPI, Basel, Switzerland.
Palabras clave electronic commerce; human behavior; innovation; Internet; life satisfaction; logistics; market transition; numerical model; reliability analysis; service provision; service quality; Malaysia
Miembros de la Universidad Loyola

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