Using the 11 items in Table 1, we have created a SERVQUAL survey that examines the logistics gaps between what
the retailer is currently using internally and what optimally the retailer would require. SERVQUAL [16] is one of the
best known models for evaluating expectations and perceptions. The survey is managed in Qualtrics, and the survey
link has been sent in late May 2014 via the publishing house Best to the subscribers of Digimedia, a leading ecommerce
publication in Belgium with a subscriber list of 5,000 e-commerce participants. At present, the survey is
still being administered, so the response rate and analysis are not available at this time.