IDEAS home Printed from https://ideas.repec.org/a/spr/jknowl/v15y2024i3d10.1007_s13132-023-01669-z.html
   My bibliography  Save this article

Innovative Approaches to Assessing Cold Chain Logistics in B2C E-Commerce Environments

Author

Listed:
  • Jie Sun

    (Universiti Sains Malaysia
    Shandong Institute of Commerce and Technology)

  • Noorliza Binti Karia

    (Universiti Sains Malaysia)

Abstract

The rapid growth of the Chinese fresh e-commerce market in recent years has driven a significant increase in market revenue. However, the escalating prevalence of customer complaints and negative reviews attributed to logistics service quality issues has raised critical concerns. The quality of logistics services is a pivotal element within e-commerce transactions and holds immense importance for the development of enterprises. This study integrates a literature review and empirical research to delve into the logistics service quality of fresh e-commerce suppliers. It commences with synthesizing pertinent literature and concepts associated with the quality of new e-commerce logistics services, underpinned by a comprehensive review of cold chain logistics and logistics service quality theories. Building upon this foundation, a preliminary evaluation index system is formulated, encompassing dimensions like professionalism, reliability, immediacy, convenience, and security. A survey involving 552 consumers of cold chain fresh products is conducted through the employment of questionnaire methodology and SPSS technology. The survey results are subsequently utilized to evaluate, analyze, and optimize 45 specific indicators, thus enhancing the precision and effectiveness of the evaluation process. This research not only contributes to the theoretical understanding of fresh e-commerce logistics service quality but also provides a valuable empirical framework to enhance the logistics services in the fresh e-commerce sector. The study’s findings and recommendations aim to promote greater industry competence and customer satisfaction, thus fostering the sustained growth of the fresh e-commerce market in China.

Suggested Citation

  • Jie Sun & Noorliza Binti Karia, 2024. "Innovative Approaches to Assessing Cold Chain Logistics in B2C E-Commerce Environments," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(3), pages 14670-14699, September.
    • Handle: RePEc:spr:jknowl:v:15:y:2024:i:3:d:10.1007_s13132-023-01669-z
    DOI: 10.1007/s13132-023-01669-z
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s13132-023-01669-z
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s13132-023-01669-z?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. Shan Sun & Younghwan Pan, 2023. "Effects of Service Quality and Service Convenience on Customer Satisfaction and Loyalty in Self-Service Fitness Centers: Differences between Staffed and Unstaffed Services," Sustainability, MDPI, vol. 15(19), pages 1-28, September.
    2. Heleen Buldeo Rai & Laetitia Dablanc, 2023. "Hunting for treasure: a systematic literature review on urban logistics and e-commerce data," Transport Reviews, Taylor & Francis Journals, vol. 43(2), pages 204-233, March.
    3. Gamze Arabelen & Hasan Tolga Kaya, 2021. "Assessment of logistics service quality dimensions: a qualitative approach," Journal of Shipping and Trade, Springer, vol. 6(1), pages 1-13, December.
    4. Seferlis, Panos & Varbanov, Petar Sabev & Papadopoulos, Athanasios I. & Chin, Hon Huin & Klemeš, Jiří Jaromír, 2021. "Sustainable design, integration, and operation for energy high-performance process systems," Energy, Elsevier, vol. 224(C).
    5. Yishao Shi & Danxuan Liu, 2020. "Relationship between Urban New Business Indexes and the Business Environment of Chinese Cities: A Study Based on Entropy-TOPSIS and a Gaussian Process Regression Model," Sustainability, MDPI, vol. 12(24), pages 1-22, December.
    6. Liu, Chao & Lv, Jingyu & Hou, Ping & Lu, Danrong, 2023. "Disclosing products’ freshness level as a non-contractible quality: Optimal logistics service contracts in the fresh products supply chain," European Journal of Operational Research, Elsevier, vol. 307(3), pages 1085-1102.
    7. Garvin, David A., 1984. "Product quality: An important strategic weapon," Business Horizons, Elsevier, vol. 27(3), pages 40-43.
    8. Abdulla Yusuf Al Hawaj & Amina Mohamed Buallay, 2022. "A worldwide sectorial analysis of sustainability reporting and its impact on firm performance," Journal of Sustainable Finance & Investment, Taylor & Francis Journals, vol. 12(1), pages 62-86, January.
    9. Xiaodong Liu & John Walsh, 2019. "Study on Development Strategies of Fresh Agricultural Products E-commerce in China," International Business Research, Canadian Center of Science and Education, vol. 12(8), pages 61-70, August.
    10. Yingjie Ju & Yue Wang & Ye Cheng & Jun Jia, 2019. "Investigating the Impact Factors of the Logistics Service Supply Chain for Sustainable Performance: Focused on Integrators," Sustainability, MDPI, vol. 11(2), pages 1-16, January.
    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. Migo-Sumagang, Maria Victoria & Tan, Raymond R. & Aviso, Kathleen B., 2023. "A multi-period model for optimizing negative emission technology portfolios with economic and carbon value discount rates," Energy, Elsevier, vol. 275(C).
    2. Qing He & Haiyang Zhao & Lin Shen & Liuqun Dong & Ye Cheng & Ke Xu, 2019. "Factors Influencing Residents’ Intention toward Green Retrofitting of Existing Residential Buildings," Sustainability, MDPI, vol. 11(15), pages 1-23, August.
    3. Xu Xu & Chan He, 2022. "The Effects of Network Structure Attributes on Growth Performance of Logistics Service Integrators in Logistics Service Supply Chain: Empirical Evidence," Sustainability, MDPI, vol. 14(24), pages 1-18, December.
    4. Dubois, Magalie, 2021. "The market for wine quality evaluation: evolution and future perspectives," Working Papers 321855, American Association of Wine Economists.
    5. Omrane, Amina, 2022. "The main determinants and effects of product innovation: An exploratory study on the pastry companies of the region of Sfax (in Tunisia)," Technological Forecasting and Social Change, Elsevier, vol. 185(C).
    6. Ying Song & Octavio Escobar & Unai Arzubiaga & Alfredo De Massis, 2022. "The digital transformation of a traditional market into an entrepreneurial ecosystem," Review of Managerial Science, Springer, vol. 16(1), pages 65-88, January.
    7. Juan Beristain, Jose & Zorrilla, Pilar, 2011. "The relationship between store image and store brand equity: A conceptual framework and evidence from hypermarkets," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 562-574.
    8. Xuan, Lingfeng & Wang, Yancheng & Lan, Jinwei & Tao, Kai & Zhou, Caiying & Mei, Deqing, 2023. "Development of cathode ordered membrane electrode assembly based on TiO2 nanowire array and ultrasonic spraying," Energy, Elsevier, vol. 264(C).
    9. Lou, Wanruo & Xie, Baoshan & Aubril, Julien & Fan, Yilin & Luo, Lingai & Arrivé, Arnaud, 2023. "Optimized flow distributor for stabilized thermal stratification in a single-medium thermocline storage tank: A numerical and experimental study," Energy, Elsevier, vol. 263(PA).
    10. Cabral, Charlette & Andiappan, Viknesh & Aviso, Kathleen & Tan, Raymond, 2021. "Equipment size selection for optimizing polygeneration systems with reliability aspects," Energy, Elsevier, vol. 234(C).
    11. Cruz, Yarens J. & Villalonga, Alberto & Castaño, Fernando & Rivas, Marcelino & Haber, Rodolfo E., 2024. "Automated machine learning methodology for optimizing production processes in small and medium-sized enterprises," Operations Research Perspectives, Elsevier, vol. 12(C).
    12. Zhang, Yuanyuan & Fu, Shaochuan & Ma, Fangfang & Miao, Benxuan, 2024. "The complexity analysis of decision-making for horizontal fresh supply chains under a trade-off between fresh-keeping and carbon emission reduction," Chaos, Solitons & Fractals, Elsevier, vol. 183(C).
    13. HÃ¥vard Haarstad & Rafael Rosales & Subina Shrestha, 2024. "Freight logistics and the city," Urban Studies, Urban Studies Journal Limited, vol. 61(1), pages 3-19, January.
    14. Antonios Persakis, 2024. "The impact of climate policy uncertainty on ESG performance, carbon emission intensity and firm performance: evidence from Fortune 1000 firms," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 26(9), pages 24031-24081, September.
    15. Michał Lasota & Aleksandra Zabielska & Marianna Jacyna & Piotr Gołębiowski & Renata Żochowska & Mariusz Wasiak, 2024. "Method for Delivery Planning in Urban Areas with Environmental Aspects," Sustainability, MDPI, vol. 16(4), pages 1-18, February.
    16. Kirtania, Bidesh & Shilapuram, Vidyasagar, 2023. "Performance evaluation of a flexible CO2-ORC and sorbent regeneration integrated novel dry gasification oxy-combustion power cycle for in-situ sulphur capture, CO2 capture and power generation," Energy, Elsevier, vol. 282(C).
    17. Jinwu Gao & Zhuolin Cui & Huijie Li & Ruru Jia, 2023. "Optimization and Coordination of the Fresh Agricultural Product Supply Chain Considering the Freshness-Keeping Effort and Information Sharing," Mathematics, MDPI, vol. 11(8), pages 1-25, April.
    18. Kotzab, Herbert & Yumurtacı Hüseyinoğlu, Işık Özge & Şen, Irmak & Mena, Carlos, 2024. "Exploring home delivery service attributes: Sustainability versus delivery expectations during the COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    19. Amina Buallay, 2024. "Sustainability Reporting in IT Sector vs. Other Sectors: The Impacts on Multidimensional Performance," International Journal of E-Business Research (IJEBR), IGI Global, vol. 20(1), pages 1-23, January.
    20. Bruno Schivinski & Dariusz Dabrowski, 2013. "The Effect Of Social-Media Communication On Consumer Perceptions Of Brands," GUT FME Working Paper Series A 12, Faculty of Management and Economics, Gdansk University of Technology.

    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:spr:jknowl:v:15:y:2024:i:3:d:10.1007_s13132-023-01669-z. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.