The impacts of service quality and customer satisfaction in the e-commerce context

Yong Lin, Jing Luo, Li Zhou, Petros Ieromonachou, Lin Huang, Shuqin Cai, Shihua Ma

Research output: Chapter in Book/Conference proceedingConference contributionpeer-review

10 Citations (Scopus)

Abstract

This paper aims to investigate the impacts of service quality on customer satisfaction and loyalty in the e-commerce context, in particular from a triad view of customer-e-retailer-3PL (third party logistics) provider. A literature review is primarily used to determine the conceptual model and to develop the measurement scales. Data were collected through online questionnaire survey conducted in China. Structural equation modeling was used to analyze the collected data and test the proposed research hypotheses. The results indicate that both e-service quality and logistics service quality are strongly linked with customer satisfaction. The research results shown that practitioners (e-retailers) should not only focus on e-service quality, but also the logistics service quality. This research validates the proposed service quality framework with two dimensions (e-service quality and logistics service quality) in ecommerce context. Second, it highlights the impact path of service quality on customer satisfaction and loyalty.

Original languageEnglish
Title of host publication11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding
PublisherIEEE Computer Society
ISBN (Print)9781479931330
DOIs
Publication statusPublished - 2014
Externally publishedYes
Event11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Beijing, China
Duration: 25 Jun 201427 Jun 2014

Publication series

Name11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding

Conference

Conference11th International Conference on Service Systems and Service Management, ICSSSM 2014
Country/TerritoryChina
CityBeijing
Period25/06/1427/06/14

Keywords

  • customer satisfaction
  • e-service quality
  • ecommerce
  • logistics service quality
  • loyalty
  • Supply chain management

ASJC Scopus subject areas

  • Marketing

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