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- Title
APPLYING IMPORTANCE-PERFORMANCE ANALYSIS TO EVALUATE LOGISTICS SERVICE QUALITY FOR ONLINE SHOPPING AMONG RETAILING DELIVERY.
- Authors
Yu-Kai Huang; Yi-Wei Kuo; Shi-Wei Xu
- Abstract
In the logistics system of electronic commerce, the major difference between Taiwan and other countries is the retailing delivery (RD) system. Delivering consistently good service quality is difficult but profitable for logistics organizations. This paper explores the structure of logistic for RD service for electronic commerce. Drawing upon a sample of 135 users of retailing delivery and working within the framework of structural equation modeling (SEM), this study examines the relationships among the logistics service quality (LSQ), satisfaction and loyalty. Finally, this study used Importance-Performance analysis (IPA) to discuss the relations of level of customers' expected logistics service quality and level of customers' perceived logistics serviced quality, implications of these results for practice and research are provided.
- Publication
International Journal of Electronic Business Management, 2009, Vol 7, Issue 2, p128
- ISSN
1728-2047
- Publication type
Academic Journal