Influence of JD Platform Return Reverse Logistics Service Quality on Customers' Repurchase Intention

• 영문명: Influence of JD Platform Return Reverse Logistics Service Quality on Customers' Repurchase Intention
• 발행기관: 한국유통과학회
• 저자명: Jiali PENG Xinyu CHANG Han ZHANG Aocheng WU
• 간행물 정보: 『산경연구논집(JIDB)』Volume.15 No.7, 1~9쪽, 전체 9쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2024.07.31

국문 초록

Purpose: This research adopts the SERVQUAL and LSQ frameworks to examine the correlation between return reverse logistics service quality of the JD platform and customer satisfaction, as well as the linkage between consumer satisfaction and repurchase intention. Research design, data and methodology: A comprehensive literature review on both domestic and international logistics service quality has been conducted. Considering the unique aspects of JD's return reverse logistics services, an evaluation framework with 5 dimensions and 21 indicators is formulated, including communication, information, return process, empathy, and convenience. A conceptual model exploring the influence of JD's reverse logistics service quality on customer repurchase intention is developed, proposing six hypotheses. For this investigation, 358 valid questionnaires were collected, processed, and analyzed using SPSS 22.0. The structural equation modeling was conducted and validated through AMOS 21.0 software. Results: Following a thorough analysis of data, it reveals that: (1) Information quality, return process quality, and empathy significantly enhance customer satisfaction. (2) Customer satisfaction positively impacts repurchase intention. Conclusion：Based on these findings, three strategic recommendations are offered for e-commerce platforms with in-house logistics systems. The research also discusses limitations and future research directions.

목차

1. Introduction

2. Literature Review and Hypotheses

3. Research Methods

4. Data analysis

5. Conclusions

References

키워드

Return Reverse Logistics Service Quality Customers' Repurchase Intention Customer Satisfaction Structural Equation Model