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The impacts of service quality and customer satisfaction in the e-commerce context

The impacts of service quality and customer satisfaction in the e-commerce context

Lin, Yong ORCID: 0000-0001-7118-2946, Luo, Jing, Zhou, Li ORCID: 0000-0001-7132-5935, Ieromonachou, Petros ORCID: 0000-0002-5842-9585, Huang, Lin, Cai, Shuqin and Ma, Shihua (2014) The impacts of service quality and customer satisfaction in the e-commerce context. In: 11th International Conference on Service Systems and Service Management (ICSSSM) 2014. IEEE, Piscataway, NJ US. ISBN 9781479931330 (doi:https://doi.org/10.1109/ICSSSM.2014.6874093)

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Abstract

This paper aims to investigate the impacts of service quality on customer satisfaction and loyalty in the e-commerce context, in particular from a triad view of customer-e-retailer-3PL (third party logistics) provider. A literature review is primarily used to determine the conceptual model and to develop the measurement scales. Data were collected through online questionnaire survey conducted in China. Structural equation modeling was used to analyze the collected data and test the proposed research hypotheses. The results indicate that both e-service quality and logistics service quality are strongly linked with customer satisfaction. The research results shown that practitioners (e-retailers) should not only focus on e-service quality, but also the logistics service quality. This research validates the proposed service quality framework with two dimensions (e-service quality and logistics service quality) in e-commerce context. Second, it highlights the impact path of service quality on customer satisfaction and loyalty.

Item Type: Conference Proceedings
Title of Proceedings: 11th International Conference on Service Systems and Service Management (ICSSSM) 2014
Additional Information: © 2014 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works. 11th International Conference on Service Systems and Service Management (ICSSSM), 25-27 June 2014, Beijing, China.
Uncontrolled Keywords: Supply chain management, E-service quality, Logistics service quality, Customer satisfaction, Loyalty, E-commerce.
Faculty / Department / Research Group: Faculty of Business
Faculty of Business > Department of Systems Management & Strategy
Faculty of Business > Supply Chain Management Research Group
Faculty of Business > Networks and Urban Systems Centre (NUSC) > Supply Chain Management Research Group
Related URLs:
Last Modified: 15 Nov 2017 11:49
Selected for GREAT 2016: None
Selected for GREAT 2017: None
Selected for GREAT 2018: None
Selected for GREAT 2019: None
URI: http://gala.gre.ac.uk/id/eprint/13512

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