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To keep up with the competition, contemporary organizations need to continuously improve the quality of the services they offer to their customers and ensure that more transactions can be made electronically. Due to technological developments, globalization, and the COVID-19 pandemic, e-commerce will be preferred by more companies and customers in the future.
Electronic commerce has increased productivity, reduced operating costs, and changed people’s lifestyles and social aspects by performing many things initially considered impossible (Qin, 2009). The COVID-19 pandemic, which has affected many countries worldwide, significantly affects social, economic, and academic life. People use electronic commerce even for their daily shopping needs because it is not safe to go out on the street, the rule of keeping the social distance, quarantines, and prohibitions. With the beginning of COVID-19, a worldwide recession and a slowdown in industrial activity were observed, while the growth rate in the electronic commerce and logistics sector, unlike many other sectors, increased (Neger & Uddin, 2020).
COVID-19 has accelerated the spread of e-commerce to new companies, customers (i.e., elderly), and new product types (i.e., groceries). According to the UNCTAD (United Nations Conference on Trade and Development) report, the pandemic has caused a significant growth in e-commerce volüme (http://www.thefamuanonline.com). Therefore, companies need to reconsider their supply chains, inventories, and delivery systems (Roggeveen & Sethuraman, 2020).
It is widely accepted that the quality of logistics service partly determines customer satisfaction, and thus firms gain the upper hand in the competition (Singh, 2021). In parallel, numerous factors affecting the quality of logistics services are mentioned in the literature, and different studies use a different set of constructs mainly due to methodological constraints. This study includes timeliness (Zailani et al., 2018), order condition (Politis et al., 2014), order accuracy (Chaisaengduean, 2019), and order discrepancy handling (Sutrisno et al., 2019) as they are considered as the leading factors.