The Study of Logistics Service Quality of Internet Store

• Main Authors: Chao-Jen Wang, 王昭仁
• Other Authors: Yun-Hua Su
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/24z237

碩士 === 靜宜大學 === 企業管理研究所 === 93 === 　　With the development of internet, the tidal current of “E-Commerce” has been noticed. A lot of companies are trying to enter this market. To concern about the applications of Business to Consumer (B to C) trade, the “Electronic Shopping” becomes a new business. The goal of the E-Commerce is to help people to do transaction. However, it needs to rely on logistics. No matter how will E-Commerce be developed, they still need to deliver the goods. Therefore, the logistics service is playing a very important role in the E-Commerce. 　　This research arranges the major service items from the shopping websites to discuss about consumers’ perception for these logistics services. After factors analysis, we extract eight major items for this research. It includes five order quality items and three fulfill quality items. 　　Firms have to develop a long term relationship with their customer. To attract the new consumers is just a medium process during the service delivery. The most important thing they need to consider is that: How to make them loyalty? Therefore, we discuss the relationships among logistics service quality, relationship quality and loyalty. Besides, this research also discusses about the influence from different distribution methods, and the influence degree from all the logistics service qualities to relationship quality. 　　We use the internet survey to collect information and focus primarily on who ever shopping on-line and received the physical goods in the internet stores. We analyzed 284 effective samples and got the conclusion as follows: 1.Order service quality and fulfill service quality significant positively effect relationship quality. 2.Relationship quality significant positively effect loyalty. 3.Perception of fulfill service quality and relationship quality have some differents in the four distribution methods. 4.The influence degree from fulfill service quality to relationship quality is higher than from order service quality to it.