The Impact of Third-Party Logistics Service Quality and Agility on the Performance of Online Retail Shops: Exploring the Moderating Role of Competitive Strategy رسالة دكتوراة

Abstract

This research examines the effects of the quality and agility of 3PL service on the performance of online retail shops in Palestine, emphasizing the moderating effect of competitive strategies. While e-commerce is changing the face of the retail industry worldwide, logistics remains a key driver of success where the playing field is Being leveled by the geopolitics and logistics infrastructure of emerging economies. Based on the RBV framework, this study aims to analyze how dimensions of 3PL service quality, including delivery speed, communication, convenience and returns, and logistics agility, affect operational and financial performance. Quantitative and qualitative data were gathered from Palestinian online retailers to collect the necessary information. The research also found that the quality of the 3PL services positively affects customer satisfaction and loyalty, which is vital for firms to sustain competitive advantage in competitive markets. Flexibility in logistics, including market sensitivity and delivery flexibility, was equally important for managing disruptions and meeting changes in customer needs. Cost leadership and differentiation were investigated as the potential moderators of competitive strategies. The present research also reveals how these strategies enhance the positive impact of logistics service quality and agility on performance, enabling online retailers to manage market challenges effectively and grow over the long run. This research adds to the knowledge in logistics and e-commerce by filling a knowledge gap on the relationship between logistics capabilities and competitive strategy in emerging economies. In real terms, it offers a rich source of information for policymakers, logistics service companies, and online retailers about how logistics strategies must be adapted in line with overall business strategies and market trends. The current study also points to the possibility of using logistics as a tactical approach to improve the performance of the e-commerce sector in Palestine and similar markets. It also proposes the application of new technologies to enhance the flexibility and quality of service and strengthen the resilience and competitiveness of the e-commerce environment