Research on the Impact Mechanism between Logistics Service Innovation and Online Customer Repurchase Intention

Lin, Dan; Zhang, Rui

doi:10.2991/msmi-15.2015.47

Cited by 2 publications

(4 citation statements)

References 27 publications

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“… A positive, moderate and statistically (r=0,670; p<0,01) significant relationship was determined between return management and customer satisfaction. With the findings they obtained in their studies, Lin and Zhang (2015) supported the H3 hypothesis that a statistically significant effect of return management on customer satisfaction was tested.…”

Section: Conclusion and Recommendationssupporting

confidence: 52%

“… A positive, moderate and statistically (r=0,465; p<0,01) significant relationship was found between online shopping services and return management. With the findings obtained in their studies, Lin and Zhang (2015) and Rajendran et al (2018) supported the H2 hypothesis that a statistically significant effect of online shopping services on return management was tested.…”

Section: Conclusion and Recommendationsmentioning

confidence: 71%

“…Sheikh and Rana 2011identified the effects of supply chain integration, advanced information technology and third-party logistics suppliers on customer satisfaction. Lin and Zhang (2015) examined the effect of logistics service innovation on online shoppers' intent of repurchasing. Mollenkopf et al (2007) proved the effect of structural equation modeling and return management on customer loyalty by dealing with the relationship between internet retailing, service quality, supply chain management and customer satisfaction/loyalty.…”

Section: Literature Reviewmentioning

confidence: 99%

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Online Alışveriş Hizmetlerinin Müşteri Memnuniyeti Üzerindeki Etkisi: İade Yönetiminin Aracılık Rolü

Öztürk

Dündar

2020

European Journal of Science and Technology

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The main strategy of today's businesses is to be customer focused due to the increase in technological developments and the welfare level of the societies. Businesses that want to maintain their existence for a long time develop business policies that will satisfy their customers and establish long-term profitable relationships. It is possible for the customers to shop more comfortably and securely, especially in online shopping, when such policies, confidentiality of parties' responsibilities and customer information are clearly stated by the business. Complaints arise in cases where the product consumers want to buy does not fit the product on the internet, or the product information is inaccurate, and this causes customer dissatisfaction. Customers whose expectations are not met want to return the products they have purchased in such cases. For this reason, although the importance of distribution and logistics activities increases, it is desired to increase customer satisfaction with return management. Due to such issues, the purpose of this study is to determine the mediation role of return management on the effect of online shopping services of businesses on customer satisfaction. An online survey was conducted to 436 consumers in Konya, who performed retail shopping on electronic commerce sites, through simple random sampling, and the data obtained were analyzed through SPSS 23.0 and SPSS AMOS 22.0 package programs. In the study, a positive and statistically significant relationship was determined between online shopping services of businesses and customer satisfaction, online shopping services of businesses and return management, return management and customer satisfaction through correlation analysis. In addition, in order to determine the mediation role of return management in the relationship between the customer satisfaction and the online shopping services of the businesses, a confirmatory factor analysis was performed using a structural equation modeling, and the partial mediation role was identified.

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Section: Conclusion and Recommendationssupporting

confidence: 52%

Section: Conclusion and Recommendationsmentioning

confidence: 71%

Section: Literature Reviewmentioning

confidence: 99%

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Online Alışveriş Hizmetlerinin Müşteri Memnuniyeti Üzerindeki Etkisi: İade Yönetiminin Aracılık Rolü

Öztürk

Dündar

2020

European Journal of Science and Technology

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“…Their primary focus is on factors affecting the logistics service innovation. At the same time, there is also research regarding the logistic innovation model and path for the logistics services that are a critical part of online shopping transactions in the customer point of view and evaluation, thus impacting repurchase intention in e-commerce (Lin & Zhang, 2015). Combining customers into the innovation process may increase the chance of customer satisfaction and improve the innovation performance of the logistics service (Cichosz, Goldsby, Knemeyer, & Taylor, 2017).…”

mentioning

confidence: 99%

Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

Kusumawardani¹,

Hastayanti²

2020

jmi

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Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

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Research on the Impact Mechanism between Logistics Service Innovation and Online Customer Repurchase Intention

Cited by 2 publications

References 27 publications

Online Alışveriş Hizmetlerinin Müşteri Memnuniyeti Üzerindeki Etkisi: İade Yönetiminin Aracılık Rolü

Online Alışveriş Hizmetlerinin Müşteri Memnuniyeti Üzerindeki Etkisi: İade Yönetiminin Aracılık Rolü

Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

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