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The role of logistics in e-commerce transactions: an exploratory study of customer feedback and risk

  • Ram Ramanathan
    ,
  • Jacob George
    ,
  • Usha Ramanathan
Research Output: Chapter in Book/Report/Conference proceeding Chapter Peer-review

Abstract

Logistics plays an important role in e-commerce; while most part of the transactions happen electronically, physical products need to be shipped to customers using conventional transport means. We report in this paper an exploratory study to understand how customers view logistics performance in deciding performance of sellers in e-commerce. Since it has been observed that risk plays a stronger role in online transactions compared to offline transactions, we study how the importance of logistics performance is influenced by risk characteristics of products sold through e-commerce websites. Our data for analysis have been derived from customer feedback available in eBay. Based on Chi square tests and the Marascuilo procedure, we find that the importance of logistics services increases as risk characteristics of products decreases from high to low.

Publication Information

Output type

Research Output: Chapter in Book/Report/Conference proceeding Chapter Peer-review

Original language

English

Publication milestones

  • Published - 13/09/2013

Publication status

Published - 13/09/2013

Publisher

Springer, Japan, India, Australia, Germany, United States, United Arab Emirates, Austria, Switzerland, Italy, China, United Kingdom, Netherlands, Brazil, France, Singapore

ISBN (Print)

9781447153528

External Publication IDs

  • handle.net: 10547/579307
  • Scopus: 84929043988

Host publication title

Supply Chain: Strategies, Issues and Models, Springer-Verlag London

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