Linking customized logistics service in online retailing with E-satisfaction and E-loyalty

Hu, Mingxing; Chaudhry, Peggy E.; Chaudhry, Sohail S.

doi:10.1177/18479790221097528

Cited by 6 publications

(3 citation statements)

References 49 publications

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“…This can also be seen in previous research. Hu et al (2016) and Hu et al (2022) both highlight the positive impact of customised logistics services on online shoppers' satisfaction and loyalty. The findings in this study align with the work of Jain and Sundström (2021), who emphasised the importance of customisation in creating unique and satisfying customer experiences.…”

Section: Findings and Discussionmentioning

confidence: 99%

Precursors of customer satisfaction for sustainable high-end footwear fashion in omni-channel retailing

Chabata

2024

IJRBS

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This study investigates the intricate relationship between omni-channel retailing, high-end sustainable footwear, and customer satisfaction within an emerging market context. With a focus on Generation Z consumers, the research delves into the correlation between customisation, pricing, customer service, personalisation, and supply chain transparency as precursors of customer satisfaction in the high-end sustainable footwear fashion sector. The study is grounded in the recognition of the growing importance of sustainability in the fashion industry, whereby eco-conscious consumption is on the rise. The research addresses the gap in fragmented studies on omni-channel retail strategies in the high-end sustainable market. Utilising a positivist quantitative research approach, the researcher employs a convenience sampling technique by collecting data from a total sample of 268 Generation Z consumers who have purchased high-end sustainable footwear from South African omni-channel retailers. A structured online survey questionnaire, featuring five Likert-scale questions is used for data collection. The researcher proposes hypotheses that are tested primarily by utilising the latest SPSS version. The results of the study demonstrate that customisation, price, customer service, personalisation and supply chain transparency all positively influence customer satisfaction with regard to high-end sustainable footwear. The significance of the study lies in its potential to contribute valuable insights for high-end sustainable footwear omni-channel retailers in an emerging market, enabling them to enhance customer satisfaction levels and align with the growing demand for environmentally friendly and ethically sourced sustainable fashion. Additionally, the research aims to fill existing knowledge gaps in the South African market and contribute to the global discourse on sustainable fashion and consumer behaviour.

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Section: Findings and Discussionmentioning

confidence: 99%

Precursors of customer satisfaction for sustainable high-end footwear fashion in omni-channel retailing

Chabata

2024

IJRBS

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“…After shipping and customers receive orders, the second survey (delivered by e-mail) asks about retailers' order fulfillment quality. Previous studies have reported details on the BizRate customer survey (Cho, 2014;Hu et al, 2022;Thirumalai & Sinha, 2011).…”

Section: Methodology Data Source and Collectionmentioning

confidence: 99%

Positive Relationships between Service Performance and Social Media Use in Internet Retailing

Cho,

Sutton,

Taskin

2023

CMR

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The purpose of this research is to investigate whether differences in Internet retailer service performance influence the use of social media. Information economic theory is used to hypothesize a positive relationship between performance and social media use. To test the relationship, 516 Internet retailers’ websites were investigated, and their service performance was analyzed based on online customer reviews. Exploratory factor analysis transformed the customer review data into refined measurements. The logistic regression model validated the positive relationship between service performance and social media use. Internet retailers who use social media show higher service performance. However, the significant effect is limited to online service performance. Offline service performance (i.e., order fulfillment service performance) was not significantly associated with social media use. This study considers information symmetry as a critical factor in social media use, which differs from previous studies based on traditional technology acceptance frameworks.

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“…Consumer satisfaction refers to the degree of consumers’ psychological feelings and expectations regarding a particular product or service. 30,31 For example, UGC influences consumers' expectations, which indirectly affects consumer satisfaction 32 and contains information that helps companies understand user satisfaction. 33 Satisfaction also mediated the relationship between UGC and brand value.…”

Section: Existing Studies and Backgroundmentioning

confidence: 99%

The influence of firm-Generated video on user-Generated video: Evidence from China

2022

International Journal of Engineering Business Management

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We examined the impact of firm-generated content on firm-related user-generated content. Researches have proven that firm-related user-generated content impacts firm revenue. Therefore, it is necessary to determine what factors stimulate the creation of firm-related user-generated content. Creating user-generated videos related to companies (e.g. E-sports) on Chinese online video platforms often includes the use of firm-generated videos as material. It may suggest that firm-generated content may play an essential role in influencing Internet users to create firm-related user-generated content. We collected a unique dataset using a Python web crawler and used the LSDV model for empirical analysis, including 2977 firm-generated videos and 49860 user-generated videos, to explore the impact of firm-generated video attributes on user-generated videos. The results show that some attributes of firm-generated video have a significant impact on user-generated video. The number of comments and coins on firm-generated videos positively affects user-generated videos, while the number of favorite on firm-generated videos negatively affects user-generated videos. We also found that the difference in how users feel about firm-generated videos affects the likelihood of users creating their original videos. User engagement and user brand identity in FGV positively impact stimulating user-generated videos. The authors suggest that companies can maximize the impact on user-generated content by targeting the creation of firm-generated content based on these video attributes. The authors also suggest that firms further investigate theories related to motivational factors, such as the impact of consumer engagement, brand identity, and perceived usefulness on user-generated content.

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Linking customized logistics service in online retailing with E-satisfaction and E-loyalty

Cited by 6 publications

References 49 publications

Precursors of customer satisfaction for sustainable high-end footwear fashion in omni-channel retailing

Precursors of customer satisfaction for sustainable high-end footwear fashion in omni-channel retailing

Positive Relationships between Service Performance and Social Media Use in Internet Retailing

The influence of firm-Generated video on user-Generated video: Evidence from China

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