{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,23]],"date-time":"2026-04-23T00:48:16Z","timestamp":1776905296054,"version":"3.51.2"},"reference-count":94,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2016,4,11]],"date-time":"2016-04-11T00:00:00Z","timestamp":1460332800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2016,4,11]]},"abstract":"\n Purpose<\/jats:title>\n \u2013 The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain. <\/jats:p>\n <\/jats:sec>\n \n Design\/methodology\/approach<\/jats:title>\n \u2013 A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses. <\/jats:p>\n <\/jats:sec>\n \n Findings<\/jats:title>\n \u2013 The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services. <\/jats:p>\n <\/jats:sec>\n \n Research limitations\/implications<\/jats:title>\n \u2013 The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results. <\/jats:p>\n <\/jats:sec>\n \n Practical implications<\/jats:title>\n \u2013 The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce. <\/jats:p>\n <\/jats:sec>\n \n Originality\/value<\/jats:title>\n \u2013 A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.<\/jats:p>\n <\/jats:sec>","DOI":"10.1108\/imds-04-2015-0116","type":"journal-article","created":{"date-parts":[[2016,3,31]],"date-time":"2016-03-31T05:00:05Z","timestamp":1459400405000},"page":"388-415","source":"Crossref","is-referenced-by-count":83,"title":["Exploring the service quality in the e-commerce context: a triadic view"],"prefix":"10.1108","volume":"116","author":[{"given":"Yong","family":"Lin","sequence":"first","affiliation":[]},{"given":"Jing","family":"Luo","sequence":"additional","affiliation":[]},{"given":"Shuqin","family":"Cai","sequence":"additional","affiliation":[]},{"given":"Shihua","family":"Ma","sequence":"additional","affiliation":[]},{"given":"Ke","family":"Rong","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2020121702510918500_b1","unstructured":"Alexa.com\n \n (2014), \u201cHow popular is taobao.com?\u201d, available at: www.alexa.com\/siteinfo\/taobao.com (accessed February 1, 2014)."},{"key":"key2020121702510918500_b2","doi-asserted-by":"crossref","unstructured":"Anderson, J.C.\n and \n Gerbing, D.W.\n (1988), \u201cStructural equation modeling in practice: a review and recommended two-step approach\u201d, \n Psychological Bulletin\n , Vol. 103 No. 3, pp. 411-423.","DOI":"10.1037\/0033-2909.103.3.411"},{"key":"key2020121702510918500_b3","doi-asserted-by":"crossref","unstructured":"Anderson, R.E.\n and \n Srinivasan, S.S.\n (2003), \u201cE-satisfaction and e-loyalty: a contingency framework\u201d, \n Psychology & Marketing\n , Vol. 20 No. 2, pp. 123-138.","DOI":"10.1002\/mar.10063"},{"key":"key2020121702510918500_b4","unstructured":"Bagozzi, R.P.\n and \n Yi, Y.\n (1998), \u201cOn the evaluation of structural equation models\u201d, \n Journal of Academy Marketing Science\n , Vol. 6 No. 1, pp. 54-78."},{"key":"key2020121702510918500_b5","doi-asserted-by":"crossref","unstructured":"Barnes, S.J.\n and \n Vidgen, R.T.\n (2001), \u201cAn evaluation of cyber-bookshops: the WebQual method\u201d, \n International Journal of Electronic Commerce\n , Vol. 6 No. 1, pp. 11-30.","DOI":"10.1080\/10864415.2001.11044225"},{"key":"key2020121702510918500_b6","doi-asserted-by":"crossref","unstructured":"Barrutia, J.M.\n and \n Gilsanz, A.\n (2009), \u201ce-Service quality: overview and research agenda\u201d, \n International Journal of Quality and Service Sciences\n , Vol. 1 No. 1, pp. 29-50.","DOI":"10.1108\/17566690910945859"},{"key":"key2020121702510918500_b7","doi-asserted-by":"crossref","unstructured":"Bienstock, C.C.\n and \n Royne, M.B.\n (2010), \u201cTechnology acceptance and satisfaction with logistics services\u201d, \n International Journal of Logistics Management\n , Vol. 21 No. 2, pp. 271-292.","DOI":"10.1108\/09574091011071951"},{"key":"key2020121702510918500_b8","doi-asserted-by":"crossref","unstructured":"Bienstock, C.C.\n , \n Mentzer, J.T.\n and \n Bird, M.M.\n (1997), \u201cMeasuring physical distribution service quality\u201d, \n Journal of the Academy of Marketing Science\n , Vol. 25 No. 1, pp. 31-44.","DOI":"10.1007\/BF02894507"},{"key":"key2020121702510918500_b9","doi-asserted-by":"crossref","unstructured":"Bode, C.\n , \n Lindemann, E.\n and \n Wagner, S.M.\n (2011), \u201cDriving trucks and driving sales? 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