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The Effect of Logistics Service Quality on Customer Satisfaction and Repurchase Intention of Foreign-owned Shopping Malls in China
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중국 해외구매대행쇼핑몰 물류서비스 품질이 고객만족과 재구매 의도에 미치는 영향

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Type
Academic journal
Author
Journal
한국무역연구원 무역연구 무역연구 제15권 제6호 KCI Accredited Journals
Published
2019.1
Pages
351 - 366 (16page)

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The Effect of Logistics Service Quality on Customer Satisfaction and Repurchase Intention of Foreign-owned Shopping Malls in China
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Abstract· Keywords

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Purpose - The study examined the impact of logistics service quality of foreign-owned shopping malls on customer satisfaction and repurchase intention in China as well as attempted to explore the mediated effect of customer satisfaction on the relationship between logistics service quality and repurchase intention. Design/methodology/approach - To test the hypothesis intention relative to foreign-owned shopping malls. Empirical analysis was performed on the collected data using an SPSS statistical package. Findings - First, except for the return service quality, the three logistics service quality sub-factors of China’s foreign-owned shopping malls have a positive effect on customer satisfaction and repurchase intention. Second, except for the return service quality, the mediating effect of customer satisfaction on the relationship between logistics service quality and repurchase intention was significant and found to be a partial mediator. Research implications or Originality - The scale of Chinese consumers’ direct overseas purchases have been expanding, and the problems facing China’s foreign-owned shopping malls are almost related to logistics services. However, the academic research on the impact of logistics service quality of foreign-owned shopping malls especially on Chinese consumer satisfaction and repurchase intention is not sufficient.

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References (46)

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안운석 / 2004 / 물류서비스품질, 고객만족, 관계품질 및 재구매의도에 관한 연구 / 품질경영학회지 32(4):30~47 google schola 안운석 / 2004 / 인터넷쇼핑몰의 물류서비스품질, 고객만족 및 재구매의도에 관한 연구 / 서비스경영학회지 5(2):73~91 google schola 안운석 / 2004 / 전자상거래 물류서비스가 고객만족과 관계품질에 미치는 영향에 관한 연구 / 상품학연구 (31):1~20 google schola Baron, R. M / 1986 / The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic and Statistical Considerations / Journal of Personality and Social Psychology 51(6):1173~1182 google schola Bhattacherjee, A. / 2001 / An Empirical Analysis of the Antecedents of Electronic Commerce Service Continuance / Decision Support Systems 32(2):201~214 google schola

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