Assessing Logistics Service Quality in Omni-Channel Retailing Through Integrated SERVQUAL and Kano Model

Omni-channel retailing is a novel form that combines online, offline, and mobile channels to provide consumers with a seamless shopping experience. Nevertheless, the implementation of omni-channel retailing necessitates effective logistics support. Hence, the quality of logistics services is critica...

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Bibliographic Details

Published in:	Systems
Main Authors:	Lanhui Cai, Yanfeng Liu, Po-Lin Lai, Xiaonan Zhu, Kum Fai Yuen, Xueqin Wang
Format:	Article
Language:	English
Published:	MDPI AG 2024-10-01
Subjects:	omni-channel retailing logistics service quality kano model SERVQUAL framework consumer satisfaction hierarchical regression
Online Access:	https://www.mdpi.com/2079-8954/12/11/466