Gaps in Customer Satisfaction and Repurchase Intention between the Levels of Perceived Logistics Service Quality on Electronic Commerce Firms

• 영문명: Gaps in Customer Satisfaction and Repurchase Intention between the Levels of Perceived Logistics Service Quality on Electronic Commerce Firms
• 발행기관: 한국국제상학회
• 저자명: Bae Hee-sung(배희성)
• 간행물 정보: 『국제상학』國際商學 第31卷 第4號, 417~433쪽, 전체 17쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2016.12.30

영문 초록

Purpose : The objective of this study is to verify gaps in customer satisfaction and repurchase intention between the levels of perceived logistics service quality of electronic commerce firms. Research design, data, methodology : To achieve the objective, this study collected 281 data from university students in Busan Metropolitan City. The validity of the data is verified by a factor analysis and the reliability is proved by Cronbach’s alpha. Hypotheses are analyzed by a multi-variate analysis of variance. Results : First, there are gaps in customer satisfaction between the levels of perceived logistics service quality. Second, there are gaps in repurchase intention between the levels of perceived logistics service quality. Conclusions : The results are as follows. The levels of perceived logistics service quality of customers on electronic commerce firms is based on gaps in customer satisfaction and repurchase intention.

목차

Ⅰ. Introduction

Ⅱ. Literature review

Ⅲ. Research methodology

Ⅳ. The results of empirical tests

Ⅴ. Conclusion

키워드

Service Quality Customer Satisfaction Repurchase Intention