Understanding E-retailers' Satisfaction to Express Delivery Companies (EDC): The Case of China
- DOI
- 10.2991/iceemr-17.2017.70How to use a DOI?
- Keywords
- Service quality, SERVQUAL model, the satisfaction of e-retailers' customers, E-retailer satisfaction
- Abstract
This research intends to investigate the relationship between the quality of the express delivery services, the satisfaction of e-retailers, and the satisfaction of e-retailers' customers. We developed a SERVQUAL model. 185 valid questionnaires are used to evaluate the quality of the delivery services, and to capture the satisfaction indices the e-retailers rate their delivery service providers. The customers' self-report satisfaction indices about the delivery services, which showing on e-retailers Taobao pages, are mapped to corresponding delivery companies the e-retailers have chosen. Correlation analysis shows that the service quality which measured in 5 dimensions, i.e. Tangibility, Reliability, Assurance, Empathy, Responsiveness, has a positive effect on E-retailer satisfaction. Unexpectedly, we find no significant relationship between the satisfaction of e-retailers' customers and that of the e-retailers. It implies e-retailers overlook their customers' experience with delivery services. Probably they care more about other factors, e.g. cost, approachability, while evaluate the express delivery providers.
- Copyright
- © 2017, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Yunchuan Zhang AU - Xin Guo PY - 2017/05 DA - 2017/05 TI - Understanding E-retailers' Satisfaction to Express Delivery Companies (EDC): The Case of China BT - Proceedings of the 2017 International Conference on Education, Economics and Management Research (ICEEMR 2017) PB - Atlantis Press SP - 279 EP - 282 SN - 2352-5398 UR - https://doi.org/10.2991/iceemr-17.2017.70 DO - 10.2991/iceemr-17.2017.70 ID - Zhang2017/05 ER -