Online Sellers’ Reuse Behaviour for Third-Party Logistics Services: An Innovative Model Development and E-Commerce

Abdul Hafaz Ngah, Marhana Mohamed Anuar, NorLinda Nohd Rozar, Antonio Ariza-Montes, Luis Araya-Castillo, Jinkyung Jenny Kim and Heesup Han
Additional contact information
Abdul Hafaz Ngah: Department of Marketing, Faculty of Business, Economics and Social Development, Universiti Malaysia, Kuala Nerus 21030, Malaysia
Marhana Mohamed Anuar: Department of Marketing, Faculty of Business, Economics and Social Development, Universiti Malaysia, Kuala Nerus 21030, Malaysia
NorLinda Nohd Rozar: Faculty of Maritime Management, Universiti Malaysia Terengganu, Kuala Nerus 21030, Malaysia
Antonio Ariza-Montes: Social Matters Research Group, Universidad Loyola Andalucía C/Escritor Castilla Aguayo, 4, 14004 Córdoba, Spain
Luis Araya-Castillo: Facultad de Economía y Negocios, Universidad Andrés Bello, Santiago de Chile 7591538, Chile
Jinkyung Jenny Kim: School of Hotel and Tourism Management, Youngsan University, 142 Bansong Beltway, Haeundae-Gu, Busan 48015, Korea
Heesup Han: College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 05006, Korea

Sustainability, 2021, vol. 13, issue 14, 1-15

Abstract: The increase in customer complaints on the reliability of 3PL services among online sellers has become prominent in the industry, as confirmed by 3PL service providers in Malaysia. The increase in customer complaints increases the tendency to switch to other 3PL service providers. As Asian markets lead the growth of e-commerce, covering approximately 50% of the global e-commerce market, whether the customer will continue to shop online or not is no longer the issue. Although having the proper logistics provider to support online sellers’ business is crucial, most studies have focused on the online shopper’s perspective and employ the service quality theory. Observably, the satisfaction and reuse intention of the 3PL from the online retailer’s perspective is largely neglected. This study identified the factors influencing the satisfaction and reuse intention of 3PL services among online sellers in Malaysia by employing and expanding the stimulus–organism–response (SOR) theory. A purposive sampling method was employed, and the data were gathered via an online survey among online sellers. Additionally, smart partial least squares (SmartPLS) was applied to test the hypotheses. The results indicated that reliability had a positive effect on satisfaction, and satisfaction had a positive relationship with the reuse intention of certain 3PL services. Moreover, satisfaction mediated the relationship between reliability and reuse intention, whereas price fairness strengthened the positive relationship between satisfaction and reuse intention. The findings enhance studies that employed the SOR theory, particularly relating to online sellers’ behaviour on 3PL services. The findings also benefit online sellers and 3PL service providers to create attractive marketing strategies for business sustainability.

Keywords: reuse intention of third-party logistics services; SOR theory; online seller; moderator; mediator (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://www.mdpi.com/2071-1050/13/14/7679/pdf (application/pdf)
https://www.mdpi.com/2071-1050/13/14/7679/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:13:y:2021:i:14:p:7679-:d:591355

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().