Technology acceptance and satisfaction with logistics services

Abstract

Purpose

The purpose of this paper is to use the technology acceptance model (TAM) from the information technology (IT) literature to investigate the relationships among technology use and acceptance, and perceptions of quality and satisfaction with logistics services among industrial customers.

Design/methodology/approach

To test the proposed model, an online survey was prepared using WebSurveyor and an introductory e‐mail with a link to the survey was sent to a sample of members of two professional organizations of industrial purchasing managers.

Findings

The findings indicate that both logistics service quality (LSQ) perceptions and satisfaction levels are significantly related to future purchase intentions. In addition, LSQ perceptions mediate the relationship between the two TAM constructs and customer satisfaction.

Originality/value

This paper provides additional insight on technology acceptance in the context of logistics and supply chain management. IT is a common thread throughout logistics and supply chain management, from electronic data interchange, through collaborative forecasting and replenishment and vendor‐managed inventory processes. Consequently, extending research on technology acceptance and use into the context of logistics and supply chain management is an important step, both in terms of theory development and managerial relevance for both the information systems and supply chain management disciplines.

Citation

Bienstock, C.C. and Royne, M.B. (2010), "Technology acceptance and satisfaction with logistics services", The International Journal of Logistics Management, Vol. 21 No. 2, pp. 271-292. https://doi.org/10.1108/09574091011071951