{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,13]],"date-time":"2026-05-13T17:41:19Z","timestamp":1778694079245,"version":"3.51.4"},"reference-count":61,"publisher":"MDPI AG","issue":"11","license":[{"start":{"date-parts":[[2024,10,31]],"date-time":"2024-10-31T00:00:00Z","timestamp":1730332800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Systems"],"abstract":"<jats:p>Omni-channel retailing is a novel form that combines online, offline, and mobile channels to provide consumers with a seamless shopping experience. Nevertheless, the implementation of omni-channel retailing necessitates effective logistics support. Hence, the quality of logistics services is critical for omni-channel retailing services. This research aims to investigate logistics service quality (LSQ) and its impact on consumer satisfaction by combining the decomposed SERVQUAL framework, Kano model and hierarchical regression analysis. A total of 460 valid responses were obtained. Building upon the SERVQUAL framework, this study presents a comprehensive framework for evaluating omni-channel retail logistics service quality. Using the Kano model, 11 logistics service quality attributes were categorised into three categories: must-be, one-dimensional, and attractive, based on their respective impact on satisfaction. The results of the hierarchical regression analysis confirm that the attributes belonging to the must-be category exert the most significant influence on satisfaction. The findings add to theoretical studies of omni-channel retailing LSQ and provide insights for omni-channel retailers and logistics service providers.<\/jats:p>","DOI":"10.3390\/systems12110466","type":"journal-article","created":{"date-parts":[[2024,11,1]],"date-time":"2024-11-01T09:49:14Z","timestamp":1730454554000},"page":"466","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":3,"title":["Assessing Logistics Service Quality in Omni-Channel Retailing Through Integrated SERVQUAL and Kano Model"],"prefix":"10.3390","volume":"12","author":[{"given":"Lanhui","family":"Cai","sequence":"first","affiliation":[{"name":"Department of International Trade and Logistics, Graduate School, Chung-Ang University, Seoul 06974, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Yanfeng","family":"Liu","sequence":"additional","affiliation":[{"name":"Graduate School of Management of Technology, Pukyong National University, Busan 48547, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5940-864X","authenticated-orcid":false,"given":"Po-Lin","family":"Lai","sequence":"additional","affiliation":[{"name":"Department of International Logistics, College of Business and Economics, Chung-Ang University, Seoul 06974, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Xiaonan","family":"Zhu","sequence":"additional","affiliation":[{"name":"Department of International Trade and Logistics, Graduate School, Chung-Ang University, Seoul 06974, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9199-6661","authenticated-orcid":false,"given":"Kum Fai","family":"Yuen","sequence":"additional","affiliation":[{"name":"School of Civil and Environmental Engineering, Nanyang Technological University, Singapore 639789, Singapore"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9134-5327","authenticated-orcid":false,"given":"Xueqin","family":"Wang","sequence":"additional","affiliation":[{"name":"Department of International Logistics, College of Business and Economics, Chung-Ang University, Seoul 06974, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1968","published-online":{"date-parts":[[2024,10,31]]},"reference":[{"key":"ref_1","first-page":"67","article-title":"A systematic literature review on e-commerce logistics: Towards an e-commerce and omni-channel decision framework","volume":"33","author":"Risberg","year":"2023","journal-title":"Int. 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