How Did I Get My Order? Unveiling The Distribution Process of E-Retail in Indonesia

• 영문명: How Did I Get My Order? Unveiling The Distribution Process of E-Retail in Indonesia
• 발행기관: 한국유통과학회
• 저자명: Indah FATMAWATI Salsabila Shafa FAJRIANA
• 간행물 정보: 『유통과학연구(JDS)』제21권 제12호, 47~58쪽, 전체 12쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2023.12.31

영문 초록

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the postpurchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

목차

1. Introduction

2. Literature Review

3. Method, Data, and Analysis

4. Results and Discussion

5. Conclusion

References

키워드

Shipping Service Tracking Service Return Service Customer Service Customer Satisfaction Customer Behavior Intention