Dissertation > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods

The Research on the Relationship between Logistics Service Quality and Online Shopping Behavior

Author WangZuo
Tutor ZhouGenGui
School Zhejiang University of Technology
Course Logistics Engineering
Keywords Logistics Service Quality Online Shopping Customer Satisfactoin Empirical Analysis Method
CLC F724.6;F224
Type Master's thesis
Year 2011
Downloads 265
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With the advent of the Internet, and its wide usage, consumers begin to buy the required goods through the Internet. Due to the low cost, commodity rich, and easy operation of online shopping, more and more people prefer to shop on the net. On the same time, the quality of logistics service requirements has also become higher. There exist many problems in e-shopping. A large number of customers complain that online shopping is not timely delivery, customer service response is not timely, goods is not the same as that in physical store, too few options for goods and so on. Logistics service quality seems to be an important factor to enhance the prosperity of online shopping. More and more people pay attention to improve the logistics service quality of online shopping.In this paper, these problems will be divided into two cases for analysis. This paper divides the logistics service quality of online shopping into multiple dimensions of levels to analysis, then establishes a relation between the logistics service quality with the customer satisfaction, loyalty, and the trust relationship. The research is based on a questionnaire of customer satisfaction.The current article uses SPSS13.0 and AMOS7.0 statistical software to data analysis. Through evaluating the model, which adjusts to the optimal model, can clearly respond the inner relations between logistics service quality of online shopping and customer satisfaction, loyalty, and trust. This article provides a meaningful system model for the r-tailers and helps them to improve their logistics service quality. Most of the past papers ignored the logistics service which occured in return situation, or directly integrated it into the normal shopping model. When the paper begins to research on the logistics service quality on e-shopping, we divide it into two conditions. It is more useful to help people to understand the presence of the refunds and how important the logistics service quality is.

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