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The Influence of C2C E-commerce Logistics Service Quality on Customer Satisfaction and Customer Loyalty in China
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중국 C2C 전자상거래 물류서비스 품질이 고객만족도와 고객충 성도에 미치는 영향

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Type
Academic journal
Author
TANGYINJIE (강원대학교 국제무역학과 대학원) Tae-In Kim (강원대학교)
Journal
강원대학교 경영경제연구소 아태비즈니스연구 아태비즈니스연구 제13권 제4호 KCI Accredited Journals
Published
2022.12
Pages
61 - 77 (17page)

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The Influence of C2C E-commerce Logistics Service Quality on Customer Satisfaction and Customer Loyalty in China
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Abstract· Keywords

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Purpose - The purpose of this study was to explore the relationship between C2C logistics service quality(convenience, responsiveness, reliability, information and empathy) customer satisfaction and customer loyalty. Design/methodology/approach - This study collected 252 survey data from consumers who use C2C platform in China. Then using SPSS 24.0 in order to analyze the data. This study used SPSS 24.0 to perform empirical analysis with 252 people who use C2C platform in China. Findings - First, it was confirmed that the quality of logistics service(convenience, responsiveness, reliability, information and empathy) had a positive effect on customer satisfaction. Second, logistics service quality(convenience, responsiveness, reliability, information and empathy) positively affects the customer loyalty. Third, there is also a strong relationship between customer satisfaction and customer loyalty. Research implications or Originality - It is well known that logistics is an important part of e-commerce. Research on the influence of B2B logistics service quality on customer satisfaction and customer loyalty is more currently, but research on C2C is relatively less. Our study contributes the related research area by doing empirical analysis of the relationship between the logistics service quality and customer satisfaction and customer loyalty to provide development suggestions for C2C sellers.
#C2C E-commerce #Logistics Service Quality #Customer Satisfaction #Customer Loyalty

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