Understanding the role of in-store logistic operations in retail: findings from Pakistan

Najmi, Arsalan and Arshad, Yamna and Ahmed, Waqar and Kanapathy, Kanagi and Aziz, Azmin Azliza (2022) Understanding the role of in-store logistic operations in retail: findings from Pakistan. International Journal of Services and Operations Management, 43 (1). 26 – 51. ISSN 17442370, DOI https://doi.org/10.1504/ijsom.2022.126248.

Full text not available from this repository.


In this study, the role of in-store logistic operations is examined on customer satisfaction and loyalty in Pakistan. Disconfirmation expectation theory is adopted because customer satisfaction is the result of their expectation and shopping experience. Data from 201 respondents is collected via interception method and PLS-SEM was applied for the analysis. Results show that customer perceived in-store logistics has direct and positive impact on satisfaction and loyalty. Therefore, by improving in-store logistic activities, customer satisfaction can be enhanced. Results also show that customer perceived in-store logistic performance has no impact on store image, so store image does not have mediating effect in this study. Moreover, the role of customer satisfaction as mediator was found which highlights the importance of satisfaction in the process of providing efficient in-store operations for making more customers loyal. Based on findings, a thorough discussion is reported whereas the managerial implications are also discussed. Copyright © 2022 Inderscience Enterprises Ltd.

Item Type: Article
Uncontrolled Keywords: Customer satisfaction; In-store logistics; Loyalty; Pakistan; PLS-SEM; Store image
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Business and Accountancy
Faculty of Business and Economics
Depositing User: Ms. Juhaida Abd Rahim
Date Deposited: 29 Dec 2023 06:54
Last Modified: 29 Dec 2023 06:54
URI: http://eprints.um.edu.my/id/eprint/43855

Actions (login required)

View Item View Item