Abstract:

omni-channel strategy allows the customer to combine the benefits of the different retail channels. The paper describes the notion of omni-channel retailing strategy and the concept of logistics customer service quality. The changes in consumer requirements and purchase behaviors regards omni-channel shopping environment have been characterized.  In this context the factors influencing consumer satisfaction level and logistic customer service quality assessment have been indicated. This study aims to explore the concept of omni-channel retailing and its implementation possibilities in the context of logistic customer service quality improvement.