초록 열기/닫기 버튼
This study empirically analyzes the logistics service quality of online shopping malls in China. Specifically, using survey data collected from Chinese female online customers, a structural model employing PLS-SEM was set up and the structural relationship between logistics service quality and customer satisfaction was tested. Empirical tests revealed the following LSQ factors to have statistically positive and significant effect on customer satisfaction: personnel contact quality, order accuracy, order discrepancy handling and information quality. Among these four factors, personnel contact quality was found to be the most important. Moreover, the relationship between customer satisfaction and repurchase/recommendation intent was tested. Results reaffirm that the findings from previous studies apply to the Chinese market as well with customer satisfaction seen as a major influence on repurchase/word-of-mouth intents.
