Study on the Impact of Fresh Food E-Commerce Logistics Service Quality on Customer Satisfaction, Customer Trust, and Repurchase Intention

• 영문명: Study on the Impact of Fresh Food E-Commerce Logistics Service Quality on Customer Satisfaction, Customer Trust, and Repurchase Intention
• 발행기관: 한국무역연구원
• 저자명: Huizhuo Zhou Xiaoyu Xing
• 간행물 정보: 『무역연구』제18권 제5호, 19~35쪽, 전체 17쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2022.10.31

영문 초록

Purpose - This study is meaningful in providing strategic implications for improving the logistics service quality of fresh food e-commerce companies by empirically analyzing the impact of logistics service quality on customer satisfaction, customer trust, and repurchase intention. Design/Methodology/Approach - The study collected data on 285 customers with shopping experience on fresh food e-commerce platforms and verified with a structural equation model using AMOS 26.0. Findings - First, it was confirmed that the delivery quality, timeliness, and reliability of fresh food e-commerce logistics service quality had a positive impact on customer satisfaction. Second, it was found that delivery quality, information quality, and reliability of fresh food e-commerce logistics service quality had a positive impact on customer trust. Third, both customer satisfaction and customer trust had a positive impact on repurchase intention. Research Implications - In terms of theory, theoretical research is carried out by investigating which factors of fresh food e-commerce logistics service quality can improve customer satisfaction and customer trust. In terms of practice, it provides reference suggestions for fresh food e-commerce enterprises to improve the quality of logistics services and improve business performance in the future. It will also provide a reference for other follow-up research.

목차

Ⅰ. Introduction

Ⅱ. Literature Review

Ⅲ. Hypothesis Development

Ⅳ. Empirical Research

Ⅴ. Conclusion

References

키워드

Customer Satisfaction Customer Trust Repurchase Intention Fresh Food E-Commerce Logistics Service Quality