The Empirical Study of Logistics Service Quality Evaluation within Electronic Retail

DOI

10.2991/icmesd-18.2018.32How to use a DOI?

Keywords

Electronic retail, Logistics service quality, Customer satisfaction, Customer loyalty, Customer trust.

Abstract

With the rapid development of Internet, online shopping is more and more popular. At the same time, the return of online shopping is becoming more and more frequent .In order to improve the online shopping experience, logistics service has become the important factors influencing the vigorous development of online shopping. Integrating the traditional theories of Service Quality and Logistics Service Quality Measures, the study will conduct some empirical manner to investigate the e-logistics problem within online shopping business. Considering the particularity of e-commerce logistics service under the return situation, this paper, on the basis of reading lots of literature at home and abroad, set up scientific electronic retail logistics service quality perception (ERLSQ - CP) evaluation model. In this paper, we study logistics service quality and customer satisfaction, loyalty and trust relationship of mutual influence under the return situation, to provide online shopping service quality improvement basis and suggestion and to enhance competitiveness.

Copyright

© 2018, 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/).

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TY  - CONF
AU  - Xiang-Yi Zhou
AU  - Dong-Mei Wang
AU  - Yi Liu
PY  - 2018/05
DA  - 2018/05
TI  - The Empirical Study of Logistics Service Quality Evaluation within Electronic Retail
BT  - Proceedings of the 4th Annual International Conference on Management, Economics and Social Development (ICMESD 2018)
PB  - Atlantis Press
SP  - 198
EP  - 204
SN  - 2352-5428
UR  - https://doi.org/10.2991/icmesd-18.2018.32
DO  - 10.2991/icmesd-18.2018.32
ID  - Zhou2018/05
ER  -