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Critically assessing the factors contributing toward e‐logistics customer satisfaction by considering mediating role of information technology: A case study of Thailand food sector
Author(s) -
Luhur Prianto Andi,
Wongsurawat Kovit,
Yama Arifeen
Publication year - 2020
Publication title -
world food policy
Language(s) - English
Resource type - Journals
ISSN - 2372-8639
DOI - 10.1002/wfp2.12015
Subject(s) - business , customer satisfaction , marketing , context (archaeology) , payment , sample (material) , order (exchange) , geography , finance , archaeology , chromatography , chemistry
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.