ONLINE LOGISTICS SERVICE QUALITY: A CASE STUDY OF CHINESE HOME APPLIANCE RETAILING DELIVERY

  • Yan Zhang MSc. Supply Chain Management student at the Martin de Tours School of Management and Economics, Assumption University. 
  • Srobol Smutkupt Lecturer in Supply Chain Management at the Martin de Tours School of Management and Economics, Assumption University. 
Keywords: online logistics service quality (OLSQ), service price (SP), customer satisfaction (CS), and loyalty (LY), Structural Equations Modeling (SEM)

Abstract

The purpose of this study is to explore the relationship among online logistics service quality (OLSQ), service price ( SP), customer satisfaction (CS) and loyalty (LY) in B2C ecommerce retailing. Furthermore, the study established eight dimensions to evaluate and analyze the relationship among online logistics service quality. Drawing upon a sample of 435 respondents and worked within the framework of structural equation modeling ( SEM). Finally, the result indicated that OLSQ, SP statistically influenced CS. Similarly, there is a significant positive relationship between OLSQ and LY, CS and LY.

Published
2021-07-14