IoT-Based Information System on Cold-Chain Logistics Service Quality (ICCLSQ) Management in Logistics 4.0

Yuk Ming Tang (), Ka Yin Chau (), Wei Ting Kuo () and Xiao Xiao Liu ()
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Yuk Ming Tang: The Hong Kong Polytechnic University
Ka Yin Chau: City University of Macau
Wei Ting Kuo: The Hong Kong Polytechnic University
Xiao Xiao Liu: City University of Macau

Information Systems Frontiers, 2024, vol. 26, issue 2, No 17, 689-708

Abstract: Abstract This study aims to develop a model to assess the impact of IoT technologies on cold-chain logistics service quality management and information of fresh product e-commerce in logistics 4.0. With eight primary characteristics and 40 dimension-related variables, we created a theoretical framework of IoT-based Cold-chain Logistics Service Quality (ICCLSQ) management through a structural equation model. A follow-up online poll of 522 previous fresh product purchasers who experienced features of logistics 4.0 was undertaken to assess customer expectations regarding the quality of information management and logistics service qualities in fresh product e-commerce. Statistical analysis was undertaken to investigate the attribute correlations and linear regressions were performed for analysis. Customers’ pleasure, return motivation, security and privacy are the four-logistics service quality scale dimensions in fresh products information management. The new theoretical model enables a better understanding of the LSQ factors that affect customer satisfaction on the information management of fresh product e-commerce enterprises, as well as enhancing the deployment of their services in light of Logistics 4.0.

Keywords: Theoretical model; Fresh product; Information management; E-commerce; Logistics service quality; Internet of Things (IoT); Logistics 4.0 (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/s10796-023-10393-7

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