이커머스 반품물류서비스 품질이 신뢰관계형성, 고객충성도에 미치는 영향Effect of E-commerce Return Logistics Service Quality on Trust Relationship Formation and Customer Loyalty
- Authors
- 이찬; 김현중; 하영목
- Issue Date
- Feb-2022
- Publisher
- 한국무역연구원
- Keywords
- Customer Loyalty; Customer Trust; E-commerce; Return Logistics Service Quality
- Citation
- 무역연구, v.18, no.1, pp 303 - 323
- Pages
- 21
- Journal Title
- 무역연구
- Volume
- 18
- Number
- 1
- Start Page
- 303
- End Page
- 323
- URI
- https://scholarworks.bwise.kr/cau/handle/2019.sw.cau/55813
- DOI
- 10.16980/jitc.18.1.202202.303
- ISSN
- 1738-8112
- Abstract
- Purpose This study is meaningful in providing strategic implications for improving the return logistics service quality of e-commerce companies by empirically analyzing the effect of return logistics service quality on the relationship between companies and customers.
Design/Methodology/Approach A survey was collected from customers used return logistics service after purchasing a product using an e-commerce platform and verified with a structural equation model using Smart PLS 3.0.
Findings Five factors of return logistics service quality were derived: reliability, timeliness, responsiveness, convenience, and economy, and it was confirmed that return logistics service quality has a significant effect on customer trust. It was confirmed that customer trust plays a role as a parameter mediating repurchase intention and word of mouth intention.
Research Implications The result that economic efficiency has a significant effect on customer trust shows that it is important to designate a reasonable cost for customers. In other words, it was found that e-commerce companies can prevent customer when they provide a return logistics service by specifying the exact payment subject according reason.
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Collections - College of Business & Economics > Department of International Logistics > 1. Journal Articles
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