지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
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Recently the parcel service is becoming more and more important in terms of e-commerce. An important factor in e-commerce shopping is the parcel service. Nevertheless, many scholars and researchers are overlooking the role of parcel service in the e-commerce shopping. Most studies have focused only on the capability of e-commerce companies without considering the capacity of parcel services companies.
This paper is intended to examine how the parcel service quality takes an effect on customer satisfaction in terms of e-commerce. First of all, I undertook a review of previous studies related to parcel service quality and customer satisfaction. And I made survey research with the customers who had experienced the parcel service. A total of 121 valid questionnaires were gathered. Based on this, I apply the moderated regression analysis. As a result, it shows that the moderating effects of the parcel service quality are statistically significant on customer satisfaction and e-commerce service quality. Especially, a safety parcel service is more important than its quickness・reliability and kindness. Therefore, e-commerce companies need to be aware of the value of parcel service quality rather than cost. Implications of these results for future research and practice as well as the current study's limitations are discussed.
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참고문헌 (29)
참고문헌 신청
Cronin, J. J. Jr. / 1992 / Measuring Service Quality: Reexamination and Extension / Journal of Marketing 56 : 55 ~ 68
Fornell, C. / 1992 / A National Customer Satisfaction Barometer: The Swedish Experience / Journal of marketing 55 (1) : 1 ~ 21
Ho, C. F. / 1999 / Antecedents of customer satisfaction on the internet: An empirical study of online shopping / Proceedings of the 32nd Annual Hawaii International Conference on
Jarvenpaa, S. L. / 1997 / Consumer Reactions to Electronic Shopping on the World Wide Web / International Journal of Electronic Commerce 1 (2) : 59 ~ 88
Kano, N. / 1984 / Attractive quality and must-be quality / The Journal of the Japanese Society for Quality Control 14 (2) : 39 ~ 48
Fornell, C. / 1992 / A National Customer Satisfaction Barometer: The Swedish Experience / Journal of marketing 55 (1) : 1 ~ 21
Ho, C. F. / 1999 / Antecedents of customer satisfaction on the internet: An empirical study of online shopping / Proceedings of the 32nd Annual Hawaii International Conference on
Jarvenpaa, S. L. / 1997 / Consumer Reactions to Electronic Shopping on the World Wide Web / International Journal of Electronic Commerce 1 (2) : 59 ~ 88
Kano, N. / 1984 / Attractive quality and must-be quality / The Journal of the Japanese Society for Quality Control 14 (2) : 39 ~ 48
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