Critically assessing the factors contributing toward e‐logistics customer satisfaction by considering mediating role of information technology: A case study of Thailand food sector

The study aimed to critically evaluate the factors contributing toward customer satisfaction in e‐logistics . The mediating role of information technology (IT) was analyzed considering the case of Thailand's food sector. The research was quantitative and the primary data were accumulated on the...

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Bibliographic Details
Published in:World food policy 2020-05, Vol.6 (1), p.7-22
Main Authors: Luhur Prianto, Andi, Wongsurawat, Kovit, Yama, Arifeen
Format: Article
Language:English
Subjects:
customer satisfaction
e‐logistics
food sector
information technology
Thailand
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Summary:The study aimed to critically evaluate the factors contributing toward customer satisfaction in e‐logistics . The mediating role of information technology (IT) was analyzed considering the case of Thailand's food sector. The research was quantitative and the primary data were accumulated on the basis of the survey questionnaire as a research instrument. The sample comprised of 488 participants belonging to the food industry of Thailand. The data were analyzed using SEM modeling on Smart PLS. It was found that effective payment methods, higher business safety, and faster order fulfillment affected customer satisfaction in the context of e‐logistics significantly. It was also found that IT mediated the relationship of effective payment methods, business safety, and faster order fulfillment with customer satisfaction partially, significantly, and positively. This research was limited to the geographical bounds of Thailand and its food sector only. Therefore, this research has certain future research directions.
ISSN:2372-8639
2372-8639
DOI:10.1002/wfp2.12015