Logistics as a value in e-commerce and its influence on satisfaction in industries: a multilevel analysis

Purpose The purpose of this paper is to identify the components of logistics value and examine their influence on customer satisfaction in e-commerce. This study investigates the moderation effect between those two variables using the overall service level in the different industries of e-commerce. Design/methodology/approach A total of 592 correctly filled questionnaires from telephone and web interviews (computer-assisted telephone interviews...