Reconsidering information quality and e-LSQ nexus: a novel expectation-confirmation approach

Abstract

PurposeIn omnichannel retailing, information plays a crucial role in shaping the customer journey. However, research examining information quality (IQ) as an antecedent of electronic logistics service quality (e-LSQ) is lacking. Few studies have examined how e-LSQ is associated with consumer behaviour in emerging e-commerce markets, such as T & uuml;rkiye. Therefore, this study aims to reinvestigate the relationship between IQ and e-LSQ, as well as the role of IQ in shaping customer expectations prior to the service encounter in T & uuml;rkiye's e-commerce market.Design/methodology/approachGrounded in Expectation Confirmation Theory (ECT), the research examines the mediating roles of e-LSQ dimensions and customer satisfaction in the relationships among IQ, pre-purchase expectations, and repurchase intention (RI). A survey was used to examine the associations between IQ, e-LSQ, and RI, and the data were analyzed using Partial Least Squares Structural Equation Modelling.FindingsThe findings supported the positive association between IQ and e-LSQ and, in turn, the association between selected e-LSQ dimensions and customer satisfaction (CS). Moreover, the results of the analysis reveal that e-LSQ dimensions and CS play mediating roles in the association between IQ and RI.Practical implicationsThe study reveals the critical importance of IQ in shaping online shoppers' expectations and perceptions of e-LSQ. The novel approach analyses the link between IQ, e-LSQ, and CS, extending researchers' and managers' understanding of e-LSQ in e-tailing.Originality/valueTheoretically, to the extent of the authors' knowledge, this is the first study to reposition IQ as an antecedent of e-LSQ and a benchmark in interpreting customer expectations, rather than as a subdimension of e-LSQ. The theoretical background draws on ECT with a novel hierarchical approach to provide insight into the associations between IQ and e-LSQ.