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Online Sellers’ Reuse Behaviour for Third-Party Logistics Services: An Innovative Model Development and E-Commerce

Author

Listed:
  • Abdul Hafaz Ngah

    (Department of Marketing, Faculty of Business, Economics and Social Development, Universiti Malaysia, Kuala Nerus 21030, Malaysia)

  • Marhana Mohamed Anuar

    (Department of Marketing, Faculty of Business, Economics and Social Development, Universiti Malaysia, Kuala Nerus 21030, Malaysia)

  • NorLinda Nohd Rozar

    (Faculty of Maritime Management, Universiti Malaysia Terengganu, Kuala Nerus 21030, Malaysia)

  • Antonio Ariza-Montes

    (Social Matters Research Group, Universidad Loyola Andalucía C/Escritor Castilla Aguayo, 4, 14004 Córdoba, Spain)

  • Luis Araya-Castillo

    (Facultad de Economía y Negocios, Universidad Andrés Bello, Santiago de Chile 7591538, Chile)

  • Jinkyung Jenny Kim

    (School of Hotel and Tourism Management, Youngsan University, 142 Bansong Beltway, Haeundae-Gu, Busan 48015, Korea)

  • Heesup Han

    (College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 05006, Korea)

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.

Suggested Citation

  • Abdul Hafaz Ngah & Marhana Mohamed Anuar & NorLinda Nohd Rozar & Antonio Ariza-Montes & Luis Araya-Castillo & Jinkyung Jenny Kim & Heesup Han, 2021. "Online Sellers’ Reuse Behaviour for Third-Party Logistics Services: An Innovative Model Development and E-Commerce," Sustainability, MDPI, vol. 13(14), pages 1-15, July.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:14:p:7679-:d:591355
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    References listed on IDEAS

    as
    1. Abdul Hafaz Ngah & Abdul Halim Mohd Rahimi & Serge Gabarre & Luis Araya-Castillo & Antonio Ariza-Montes & Heesup Han, 2021. "Fostering Voluntourism Satisfaction and Future Behaviour in Island Destinations," Sustainability, MDPI, vol. 13(5), pages 1-17, March.
    2. Konuk, Faruk Anıl, 2019. "The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 103-110.
    3. Abdul Bashiru Jibril & Michael Adu Kwarteng & Michal Pilik & Elsamari Botha & Christian Nedu Osakwe, 2020. "Towards Understanding the Initial Adoption of Online Retail Stores in a Low Internet Penetration Context: An Exploratory Work in Ghana," Sustainability, MDPI, vol. 12(3), pages 1-19, January.
    4. MacKenzie, Scott B. & Podsakoff, Philip M., 2012. "Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies," Journal of Retailing, Elsevier, vol. 88(4), pages 542-555.
    5. Liang Xiao & Feipeng Guo & Fumao Yu & Shengnan Liu, 2019. "The Effects of Online Shopping Context Cues on Consumers’ Purchase Intention for Cross-Border E-Commerce Sustainability," Sustainability, MDPI, vol. 11(10), pages 1-24, May.
    6. Malhotra, Neeru & Sahadev, Sunil & Purani, Keyoor, 2017. "Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms," Journal of Business Research, Elsevier, vol. 75(C), pages 17-28.
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    1. Shaowen Wang & Xiaojun Liu & Weixing Shao, 2023. "Drivers of Engineering Procurement and Construction Model Adoption Behavior by Public Construction Owners in China," Sustainability, MDPI, vol. 15(15), pages 1-20, August.

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