Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

Abstract

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

Understanding customers' adoption of express delivery service for last-mile delivery in the UK

“…Among these works, the research questions have mainly focused on investigating the influence of the express delivery service on customer satisfaction and subsequent intention to repurchase online (e.g. Ma 2017;Chan, Liu, and Zhang 2018;Choi, Chung, and Young 2019;Jain, Gajjar, and Shah 2020;Javed and Wu 2020). The topics of inspecting the impact factors on the use of (Yeo, Goh, and Rezaei 2017;Xiang and Wu 2018;Yoo, Yu, and Jung 2018;Xu and Jackson 2019) or willingness to pay for (Huang, Shen, and Liang 2019;Saha, Zhuang, and Li 2020) the express delivery service have also been covered.…”

Pemetaan Bentuk Dan Pencegahan Penipuan E-Commerce

“…Dengan banyaknya platform-platform yang tersedia dari berbagai negara, membuat konsumen dapat membandingkan harga dan kualitas produk dari masing-masing pedagang (Choi et al, 2019). Penyebab terjadinya penipuan online adalah adanya peretas, pelanggan jahat, pelanggan tidak puas, dan penjual yang saling bersaing (Leung et al, 2014).…”

IoT-Based Smart Shopping Cart Using Radio Frequency Identification

“…Consumers can receive the product from specified locations in the meantime by selecting products according to prescribed specifications, ingredients or instructions. Also, there is higher risk of fraud, lack of inspection, item may not work properly or defected, not be the same product as item pictured, transaction from stolen credit card, Phishing in which customer thinks that they purchase product from reputable seller, disruptor in retail industry and not provide the pricing negotiation [26], [27]. Instead of online shopping, people feel more valuable, entertain, enjoy and get the quality product with traditional shopping.…”