IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v63y2021ics0969698921002873.html
   My bibliography  Save this article

The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

Author

Listed:
  • Uzir, Md. Uzir Hossain
  • Al Halbusi, Hussam
  • Thurasamy, Ramayah
  • Thiam Hock, Rodney Lim
  • Aljaberi, Musheer A.
  • Hasan, Najmul
  • Hamid, Mahmud

Abstract

The rapid growth of online purchasing in recent years has emphasized the accompanying role of home delivery service provided by delivery personnel in ensuring customer satisfaction. On-time delivery, better service, generating positive customer perceived value, and trust towards service providers are influential factors that contribute to customer satisfaction. The aim of the study was to investigate the effects of service quality of home delivery personnel and perceived value on customer satisfaction, with trust playing an intervening role. It was conducted in Dhaka, Bangladesh, a less developed country with a new but rapidly growing digital sector. Data was collected from 259 respondents who received home delivery service, using a structured questionnaire. The conceptual model was analysed using partial least square structural equation modelling (PLS-SEM) with SmartPLS tool. The findings revealed that service quality, customer perceived value, and trust influenced customer satisfaction. The relationship between service quality and customer satisfaction and the relationship between customer perceived value and satisfaction were both partially mediated by trust. The findings contribute to the development and validation of a trust-based satisfaction model by extending the SERVQUAL model to incorporate perceived value in the presence of trust, while complying with expectation disconfirmation theory This study provides insights for managers to develop reliability and build trust in their service delivery personnel.

Suggested Citation

  • Uzir, Md. Uzir Hossain & Al Halbusi, Hussam & Thurasamy, Ramayah & Thiam Hock, Rodney Lim & Aljaberi, Musheer A. & Hasan, Najmul & Hamid, Mahmud, 2021. "The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    • Handle: RePEc:eee:joreco:v:63:y:2021:i:c:s0969698921002873
    DOI: 10.1016/j.jretconser.2021.102721
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698921002873
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2021.102721?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Mohammed Belal Uddin & Bilkis Akhter, 2012. "Customer Satisfaction In Mobile Phone Services In Bangladesh: A Survey Research," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 20-36, May.
    2. Brijesh Sivathanu, 2019. "An Empirical Study of Service Quality, Value and Customer Satisfaction for On-Demand Home Services," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 11(4), pages 35-57, October.
    3. Hair, Joe F. & Howard, Matt C. & Nitzl, Christian, 2020. "Assessing measurement model quality in PLS-SEM using confirmatory composite analysis," Journal of Business Research, Elsevier, vol. 109(C), pages 101-110.
    4. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    5. Dirsehan, Taşkın & Cankat, Ece, 2021. "Role of mobile food-ordering applications in developing restaurants’ brand satisfaction and loyalty in the pandemic period," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    6. Arash Apornak, 2017. "Customer satisfaction measurement using SERVQUAL model, integration Kano and QFD approach in an educational institution," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 21(1), pages 129-141.
    7. Anonymous, 2015. "Notes from the Editors," American Political Science Review, Cambridge University Press, vol. 109(2), pages 1-1, May.
    8. Jiang, Yuqing & Liu, Fan & Lim, Andrew, 2021. "Digital coupon promotion and platform selection in the presence of delivery effort," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    9. Jan Fabian Ehmke, 2012. "Routing in City Logistics," International Series in Operations Research & Management Science, in: Integration of Information and Optimization Models for Routing in City Logistics, edition 127, chapter 0, pages 119-156, Springer.
    10. Anonymous, 2015. "Notes from the Editors," American Political Science Review, Cambridge University Press, vol. 109(4), pages 1-1, November.
    11. Niels Agatz & Ann Campbell & Moritz Fleischmann & Martin Savelsbergh, 2011. "Time Slot Management in Attended Home Delivery," Transportation Science, INFORMS, vol. 45(3), pages 435-449, August.
    12. Kim, Junic, 2021. "Platform quality factors influencing content providers’ loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    13. Chen, Ching-Fu, 2008. "Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 709-717, May.
    14. Gilboa, Shaked & Seger-Guttmann, Tali & Mimran, Ofir, 2019. "The unique role of relationship marketing in small businesses’ customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 152-164.
    15. Yi, Ho-Taek & Yeo, ChanKoo & Amenuvor, Fortune Edem & Boateng, Henry, 2021. "Examining the relationship between customer bonding, customer participation, and customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    16. Goić, Marcel & Levenier, Camilo & Montoya, Ricardo, 2021. "Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    17. Abdul-Moomin Adams & Motin Bashiru & Ibrahim Abu Abdulai, 2016. "Customer Satisfaction in the Banking Industry in Ghana: A Case of GCB Bank Limited in Wa Municipality," Journal of Social Science Studies, Macrothink Institute, vol. 3(2), pages 217-235, July.
    18. Kumar, Sushant & Shah, Arunima, 2021. "Revisiting food delivery apps during COVID-19 pandemic? Investigating the role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    19. Kim, Naeun (Lauren) & Woo, Hongjoo & Ramkumar, Bharath, 2021. "The role of product history in consumer response to online second-hand clothing retail service based on circular fashion," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    20. Joseph F. Hair & G. Tomas M. Hult & Christian M. Ringle & Marko Sarstedt & Kai Oliver Thiele, 2017. "Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 616-632, September.
    21. Anonymous, 2015. "Notes from the Editors," American Political Science Review, Cambridge University Press, vol. 109(3), pages 1-1, August.
    22. Zhou, Qingji & Lim, Fong Jie & Yu, Han & Xu, Gaoqian & Ren, Xiaoyu & Liu, Dan & Wang, Xiangxin & Mai, Xinda & Xu, Hong, 2021. "A study on factors affecting service quality and loyalty intention in mobile banking," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    23. Chris Baumann & Kim Ngoc Phan & Nabil Ghantous, 2013. "Managing brand associations to drive customers’ trust and loyalty in Vietnamese banking," Post-Print hal-01823099, HAL.
    24. Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
    25. Sarfraz Ashraf & Rashid Ilyas & Majid Imtiaz & Sajjad Ahmad, 2018. "Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: A Study of four Service Sectors of Pakistan," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(2), pages 452-474, February.
    26. Kim, Jinhee & Rasouli, Soora & Timmermans, Harry, 2017. "Satisfaction and uncertainty in car-sharing decisions: An integration of hybrid choice and random regret-based models," Transportation Research Part A: Policy and Practice, Elsevier, vol. 95(C), pages 13-33.
    27. Omar, Suha & Mohsen, Kholoud & Tsimonis, Georgios & Oozeerally, Adam & Hsu, Jen-Hsien, 2021. "M-commerce: The nexus between mobile shopping service quality and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    28. Stathopoulou, Anastasia & Balabanis, George, 2016. "The effects of loyalty programs on customer satisfaction, trust, and loyalty toward high- and low-end fashion retailers," Journal of Business Research, Elsevier, vol. 69(12), pages 5801-5808.
    29. Blut, Markus, 2016. "E-Service Quality: Development of a Hierarchical Model," Journal of Retailing, Elsevier, vol. 92(4), pages 500-517.
    30. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
    31. Resul Öztürk, 2020. "Health or Death? The Online Purchase Intentions of Consumers during the COVID-19 Pandemic," Transnational Marketing Journal, Oxbridge Publishing House, UK, vol. 8(2), pages 219-241, October.
    32. Anonymous, 2015. "Notes from the Editors," American Political Science Review, Cambridge University Press, vol. 109(1), pages 1-1, February.
    33. Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
    34. Shenle Pan & Vaggelis Giannikas & Yufei Han & Etta Grover-Silva & Bin Qiao, 2017. "Using Customer-related Data to Enhance E-grocery Home Delivery," Post-Print hal-01482901, HAL.
    35. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    36. Anjana Susarla & Anitesh Barua & Andrew B. Whinston, 2006. "Understanding the ‘Service’ Component of Application Service Provision: An Empirical Analysis of Satisfaction with ASP Services," Springer Books, in: Rudy Hirschheim & Armin Heinzl & Jens Dibbern (ed.), Information Systems Outsourcing, edition 2, pages 481-521, Springer.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Uzir, Md Uzir Hossain & Al Halbusi, Hussam & Lim, Rodney & Jerin, Ishraq & Abdul Hamid, Abu Bakar & Ramayah, Thurasamy & Haque, Ahasanul, 2021. "Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19," Technology in Society, Elsevier, vol. 67(C).
    2. Md. Uzir Hossain Uzir & Abu Bakar Abdul Hamid & Ishraq Jerin & Ahmad Shaharudin Abdul Latiff & Ramayah Thurasamy, 2021. "Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust," SN Business & Economics, Springer, vol. 1(6), pages 1-35, June.
    3. Kaatz, Christopher, 2020. "Retail in my pocket– replicating and extending the construct of service quality into the mobile commerce context," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    4. Luciana Chavez & Carla Ruiz & Rafael Curras & Blanca Hernandez, 2020. "The Role of Travel Motivations and Social Media Use in Consumer Interactive Behaviour: A Uses and Gratifications Perspective," Sustainability, MDPI, vol. 12(21), pages 1-23, October.
    5. Lili Geng & Yufei Li & Yongji Xue, 2022. "Will the Interest Triggered by Virtual Reality (VR) Turn into Intention to Travel (VR vs. Corporeal)? The Moderating Effects of Customer Segmentation," Sustainability, MDPI, vol. 14(12), pages 1-20, June.
    6. Suciu Mihai-Alexandru & Gaskó Noémi & Lung Rodica Ioana, 2017. "Approximation of Nash equilibria and the network community structure detection problem," PLOS ONE, Public Library of Science, vol. 12(5), pages 1-24, May.
    7. Rameshwar Dubey & Nezih Altay & Constantin Blome, 2019. "Swift trust and commitment: The missing links for humanitarian supply chain coordination?," Annals of Operations Research, Springer, vol. 283(1), pages 159-177, December.
    8. Queiroz, Maciel M. & Fosso Wamba, Samuel, 2019. "Blockchain adoption challenges in supply chain: An empirical investigation of the main drivers in India and the USA," International Journal of Information Management, Elsevier, vol. 46(C), pages 70-82.
    9. Sana Mumtaz & Chris Rowley, 2020. "The relationship between leader–member exchange and employee outcomes: review of past themes and future potential," Management Review Quarterly, Springer, vol. 70(1), pages 165-189, February.
    10. Chowdhury, Md Maruf H. & Quaddus, Mohammed, 2017. "Supply chain resilience: Conceptualization and scale development using dynamic capability theory," International Journal of Production Economics, Elsevier, vol. 188(C), pages 185-204.
    11. Nikunj Kumar Jain & Abinash Panda & Piyush Choudhary, 2020. "Institutional pressures and circular economy performance: The role of environmental management system and organizational flexibility in oil and gas sector," Business Strategy and the Environment, Wiley Blackwell, vol. 29(8), pages 3509-3525, December.
    12. Yong Liu, 2019. "Residents’ Willingness and Influencing Factors on Action Personal Carbon Trading: A Case Study of Metropolitan Areas in Tianjin, China," Sustainability, MDPI, vol. 11(2), pages 1-13, January.
    13. Sarstedt, Marko & Hair, Joseph F. & Ringle, Christian M. & Thiele, Kai O. & Gudergan, Siegfried P., 2016. "Estimation issues with PLS and CBSEM: Where the bias lies!," Journal of Business Research, Elsevier, vol. 69(10), pages 3998-4010.
    14. Miia Bask & Mikael Bask, 2015. "Cumulative (Dis)Advantage and the Matthew Effect in Life-Course Analysis," PLOS ONE, Public Library of Science, vol. 10(11), pages 1-14, November.
    15. Nullmeier, Fabian & Wynstra, Finn & van der Valk, Wendy, 2019. "Mitigating shirking: Contracting performance in buyer-initiated service triads," Other publications TiSEM cebcb590-5a85-4906-b8ec-1, Tilburg University, School of Economics and Management.
    16. Dubey, Rameshwar & Gunasekaran, Angappa & Childe, Stephen J. & Roubaud, David & Fosso Wamba, Samuel & Giannakis, Mihalis & Foropon, Cyril, 2019. "Big data analytics and organizational culture as complements to swift trust and collaborative performance in the humanitarian supply chain," International Journal of Production Economics, Elsevier, vol. 210(C), pages 120-136.
    17. Cho, Young Sik & Linderman, Kevin, 2019. "Metacognition-based process improvement practices," International Journal of Production Economics, Elsevier, vol. 211(C), pages 132-144.
    18. Shehnaz Tehseen, T. Ramayah, Sulaiman Sajilan, 2017. "Testing and Controlling for Common Method Variance: A Review of Available Methods," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 4(2), pages 146-175, October.
    19. Tai-Yin Chiu & Hui-Ju K Chiang & Ruei-Yang Huang & Jie-Hong R Jiang & François Fages, 2015. "Synthesizing Configurable Biochemical Implementation of Linear Systems from Their Transfer Function Specifications," PLOS ONE, Public Library of Science, vol. 10(9), pages 1-27, September.
    20. Fournier, Pierre-Luc & Chênevert, Denis & Jobin, Marie-Hélène, 2021. "The antecedents of physicians’ behavioral support for lean in healthcare: The mediating role of commitment to organizational change," International Journal of Production Economics, Elsevier, vol. 232(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:63:y:2021:i:c:s0969698921002873. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.