The Empirical Study of Logistics Service Quality Evaluation within Electronic Retail
- 10.2991/icmesd-18.2018.32How to use a DOI?
- Electronic retail, Logistics service quality, Customer satisfaction, Customer loyalty, Customer trust.
With the rapid development of Internet, online shopping is more and more popular. At the same time, the return of online shopping is becoming more and more frequent .In order to improve the online shopping experience, logistics service has become the important factors influencing the vigorous development of online shopping. Integrating the traditional theories of Service Quality and Logistics Service Quality Measures, the study will conduct some empirical manner to investigate the e-logistics problem within online shopping business. Considering the particularity of e-commerce logistics service under the return situation, this paper, on the basis of reading lots of literature at home and abroad, set up scientific electronic retail logistics service quality perception (ERLSQ - CP) evaluation model. In this paper, we study logistics service quality and customer satisfaction, loyalty and trust relationship of mutual influence under the return situation, to provide online shopping service quality improvement basis and suggestion and to enhance competitiveness.
- © 2018, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Xiang-Yi Zhou AU - Dong-Mei Wang AU - Yi Liu PY - 2018/05 DA - 2018/05 TI - The Empirical Study of Logistics Service Quality Evaluation within Electronic Retail BT - Proceedings of the 4th Annual International Conference on Management, Economics and Social Development (ICMESD 2018) PB - Atlantis Press SP - 198 EP - 204 SN - 2352-5428 UR - https://doi.org/10.2991/icmesd-18.2018.32 DO - 10.2991/icmesd-18.2018.32 ID - Zhou2018/05 ER -