Research on the Relationship Between the Logistics Service Quality and Customer Loyalty in C2C E-commerce
نویسندگان
چکیده
For the special relationship between logistics service quality and customer loyalty under the environment of C2C, on the basis of the three dimensions of Operation Logistics Service Quality, Relationship Logistics Service Quality and Cost Logistics Service Quality, the paper analyzed the relationship between customer satisfaction for third-party logistics service quality and customer loyalty for seller of C2C. The research shows that Relationship Logistics Service Quality and Cost Logistics Service Quality directly affects the customer satisfaction for the third-party logistics services, while Operation Logistics Service Quality does not, and Relationship Logistics Service Quality also affects the evaluation of Operation Logistics Service Quality and Cost Logistics Service Quality; Customer satisfaction directly affects customer loyalty to sellers with the third-party logistics service quality, so sellers need to choose the higher level logistics service providers in Operation Logistics Service Quality, Relationship Logistics Service Quality and Cost Logistics Service Quality in order to ensure the quality of customer loyalty.
منابع مشابه
The effect of external service quality on customer’s loyalty in hotel’s industry supply chain (Case Study: Parsian Hotels)
Service quality is a factor for measuring customer satisfaction in hotel industry. Therefore, in order to achieve competitive advantage and maintain customers, improving service quality has become an important tool in hotel industry to achieve customer satisfaction which is lead to customer loyalty. Because companies are developing close relationships with suppliers and customers. Since then th...
متن کاملKey Dimensions of E-commerce Service Quality and Its Relationships to Satisfaction and Loyalty
Evidence exists that one successful strategy to satisfy and retain customers is offering superior service quality. Motivated by the growing interest in e-commerce, we focus our research questions on identifying the key dimensions of e-commerce service quality and its relationships to customer satisfaction and loyalty. In exploring answers to our research questions a hypothesized model is propos...
متن کاملDoes e-store service quality affect customer loyalty?
This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment. The research was carried out using a web-based survey method involving 3 e-stores and 324 e-customers. The survey data was then used to test models of e-store service quality and estore customer loyalty and to assess th...
متن کاملService Quality and Customer Loyalty: The Mediating Role of Customer Satisfaction among Professionals
The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer...
متن کاملThe relationship of service quality, customer satisfaction and loyalty with future intention for participation of fitness centers (Case study Rasht Township)
The purpose of this study was to determine the relationship of service quality, customer satisfaction and attitudinal loyalty on future intention of participations in fitness and aerobic centers of Rasht Township. The design of this study was correlational. The population of study includes all costumers of aerobic and fitness centers in Rasht that have one year attendance in this clubs. So, Acc...
متن کامل