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• 영문명: Effect of E-commerce Return Logistics Service Quality on Trust Relationship Formation and Customer Loyalty
• 발행기관: 한국무역연구원
• 저자명: 이찬(Chan Lee) 김현중(Hyun-Chung Kim) 하영목(Young-Mok Ha)
• 간행물 정보: 『무역연구』제18권 제1호, 303~323쪽, 전체 21쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2022.02.28

영문 초록

Purpose This study is meaningful in providing strategic implications for improving the return logistics service quality of e-commerce companies by empirically analyzing the effect of return logistics service quality on the relationship between companies and customers. Design/Methodology/Approach A survey was collected from customers used return logistics service after purchasing a product using an e-commerce platform and verified with a structural equation model using Smart PLS 3.0. Findings Five factors of return logistics service quality were derived: reliability, timeliness, responsiveness, convenience, and economy, and it was confirmed that return logistics service quality has a significant effect on customer trust. It was confirmed that customer trust plays a role as a parameter mediating repurchase intention and word of mouth intention. Research Implications The result that economic efficiency has a significant effect on customer trust shows that it is important to designate a reasonable cost for customers. In other words, it was found that e-commerce companies can prevent customer when they provide a return logistics service by specifying the exact payment subject according reason.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경 및 선행연구

Ⅲ. 연구모형 및 가설설정

Ⅳ. 실증분석

Ⅴ. 결론

키워드

Customer Loyalty Customer Trust E-commerce Return Logistics Service Quality