온라인 쇼핑몰의 물류서비스 품질과 서비스 회복 공정성이 고객만족과 관계품질 및 재구배 의도에 미치는 영향

Recent studies show that effective service recovery has a positive influence on customer satisfaction and loyalty. We also see the positive relationships among logistics service quality, customer satisfaction and repurchase intentions. Most logistics service suppliers have strategy regarding service recovery and logistics service quality. Therefore, we try to find simultaneous influence of service recovery and logistics service quality on customer satisfaction in the online shopping mall case. We, furthermore, examine the relationship among satisfaction and relationship quality.