Journal of the Korea Institute of Information and Communication Engineering (한국정보통신학회논문지)

The Korea Institute of Information and Commucation Engineering (한국정보통신학회)
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The Influence of the Logistics Quality on the Customer Satisfaction and the word-of-mouth intention in Chinese Internet Shopping Mall

중국 인터넷 쇼핑 몰의 물류품질이 고객만족과 구전의도에 미치는 영향

  • Yu, Liu Jia (Department of Business Administration, Dona-A University) ;
  • Choi, Min-Cheol (Department of Business Administration, Dona-A University)
  • Received : 2014.04.07
  • Accepted : 2014.05.12
  • Published : 2014.06.30
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Abstract

This study analyzes the influence of the logistics quality of Chinese internet shopping mall on the customer satisfaction. This study also analyzes the influence of the customer satisfaction on the word-of-mouth intention. Then this study examines whether there is a difference among the influences of the logistics quality on the customer satisfaction depending on the types of shopping mall and the users' traits. As a result, when it comes to the logistics quality, carriage, after service and kindness influence customer satisfaction and the customer satisfaction influences word-of-mouth intention similarly. And this research reveals that the logistics quality can not differently influence on the customer satisfaction depending on the types of shopping mall and the users' gender and ages.

본 연구는 중국 현지인들을 대상으로 중국 인터넷 쇼핑몰의 물류품질이 고객만족에 미치는 영향과 고객만족이 구전의도에 미치는 영향을 분석하고 쇼핑몰의 유형과 이용자의 특성에 따라서 물류품질이 고객만족에 미치는 영향에는 차이가 있는지를 살펴보는 연구이다. 분석결과 물류품질의 배송요금과 사후성, 친절성 요인이 고객만족에 유의한 영향을 미쳤고 고객만족은 구전의도에 유의한 영향을 미쳤다. 그리고 쇼핑몰의 유형과 이용자의 성별, 연령에 따라서 물류품질이 고객만족에 미치는 영향에서는 차이가 없음을 확인할 수 있었다.

Keywords

References

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