이커머스 반품물류서비스 품질이 신뢰관계형성, 고객충성도에 미치는 영향
DC Field | Value | Language |
---|---|---|
dc.contributor.author | 이찬 | - |
dc.contributor.author | 김현중 | - |
dc.contributor.author | 하영목 | - |
dc.date.accessioned | 2022-04-05T08:40:08Z | - |
dc.date.available | 2022-04-05T08:40:08Z | - |
dc.date.issued | 2022-02 | - |
dc.identifier.issn | 1738-8112 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/cau/handle/2019.sw.cau/55813 | - |
dc.description.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. | - |
dc.format.extent | 21 | - |
dc.language | 한국어 | - |
dc.language.iso | KOR | - |
dc.publisher | 한국무역연구원 | - |
dc.title | 이커머스 반품물류서비스 품질이 신뢰관계형성, 고객충성도에 미치는 영향 | - |
dc.title.alternative | Effect of E-commerce Return Logistics Service Quality on Trust Relationship Formation and Customer Loyalty | - |
dc.type | Article | - |
dc.identifier.doi | 10.16980/jitc.18.1.202202.303 | - |
dc.identifier.bibliographicCitation | 무역연구, v.18, no.1, pp 303 - 323 | - |
dc.identifier.kciid | ART002818861 | - |
dc.description.isOpenAccess | N | - |
dc.citation.endPage | 323 | - |
dc.citation.number | 1 | - |
dc.citation.startPage | 303 | - |
dc.citation.title | 무역연구 | - |
dc.citation.volume | 18 | - |
dc.publisher.location | 대한민국 | - |
dc.subject.keywordAuthor | Customer Loyalty | - |
dc.subject.keywordAuthor | Customer Trust | - |
dc.subject.keywordAuthor | E-commerce | - |
dc.subject.keywordAuthor | Return Logistics Service Quality | - |
dc.description.journalRegisteredClass | kci | - |
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