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This paper aims to determine the factors that influence the consumer’s online shopping intention in the current pandemic context (COVID-19). For this purpose, a conceptual model has been developed by introducing the constructs “attitude,” “perceived utility,” “intention” as well as the variable “perceived risk of contagion.”

After collecting data from the questionnaire diffused in Moroccan e-commerce websites, this study used various statistical analyses with the multiple regression model on the SPSS statistical software to confirm or refute the research hypotheses.

The results indicate that attitude and perceived utility positively affect online shopping intention. However, the variable “perceived risk of contagion” has a weak effect on such intention, which can be explained by the period in which the survey was started (a few months after the confinement).

The scientific contribution of this study lies in the insertion of a new factor that will be called “perceived risk of contagion” in the research model. This factor has been inspired by the perceived risk theory of Bauer (1960). Furthermore, all studies dealing with this topic have been carried out in developed countries, such as France, Great Britain, Germany and the USA. For this reason, the researcher believe that it is more appropriate to study the intention to buy online during the COVID-19 pandemic in one of the developing countries, such as Morocco. This is based on the fact that to develop theories, it is necessary to examine a given problem in several countries. The context plays a determining role in such situations.

The aim of this paper is to identify the impact of logistics performance on consumer satisfaction and store image in the retail context.

The authors conducted a quantitative study with a sample of 201 consumers. The questionnaire is the instrument that was chosen to collect the data. Data processing was carried out using the statistical package for the social science (SPSS). The data analysis was conducted in two phases. The first phase consisted of testing the reliability and validity of the measurement scales. While the second phase of data processing consisted of testing the research hypotheses on the basis of data collected in the field.

The results of this research are as follows: consumer satisfaction positively affects their loyalty to the store. The results also indicate that store image affects the satisfaction of consumers. Indeed, “service quality” is often evaluated as a source of differentiation affecting consumer satisfaction. Concerning the effect of logistics performance on consumer satisfaction, the factor “product availability” was found to be the major factor affecting consumer satisfaction. A lack of logistics performance, in the context of retailing, negatively affects consumer satisfaction. On the other hand, when the consumer gets the right quantities at the right time, this can positively affect his satisfaction.

All studies carried out on this subject have presented an evaluation of the performance measures used in supply chain models. However, the results of these works were different in terms of performance measurement. It is difficult to specify the impact of logistics performance with only two variants (checkout level, and shelf level) in the retail context. Moreover, research related to this field in Morocco remains unexplored. In this context, it is necessary to explore the links between logistics performance, store image and consumer behavioral intentions in the Moroccan retailing context while taking into account three variants of logistics performance, which are: checkout level, shelf level and product disponibility.