DOI QR코드

DOI QR Code

The Effect of Delivery Service Quality in Online Shopping Mall on Customer Value, Customer Trust, and Relationship Persistence Intention

  • ENKHTSETSEG ENKHTUYA (Department of Business Administration, Graduate School of Business and Public Admistration, Mokpo National University) ;
  • Min Jung Kang (Department of Business Administration, Mokpo National University)
  • Received : 2024.01.03
  • Accepted : 2024.02.03
  • Published : 2024.02.29

Abstract

This study investigated the effect of the delivery service quality of Mongolian online shopping on the customer value, customer trust, and relationship persistence intention of Mongolian consumers. Through this, the purpose of this study is to understand the priorities of the quality conditions of delivery services (accuracy, economy, information, safety, tangibility, etc.) that Mongolian consumers value. The empirical analysis results of this study are as follows. First, the effect of delivery service quality on the intention to continue the relationship showed partially significant results. In other words, economics, information, and safety, excluding accuracy and tangibility, influenced the intention to continue the relationship. Second, the effect of delivery service quality on customer value was partially significant. In other words, accuracy, economy, safety, and tangibility, excluding informativity, influenced customer value. Third, the effect of delivery service quality on customer reliability was partially significant. In other words, economics, safety, and tangibility, excluding accuracy and informativity, influenced customer reliability. Fourth, the hypothesis of customer value on customer reliability was adopted, followed by the hypothesis of customer value on relationship continuity intention. Finally, the hypothesis of customer reliability on relationship continuity intention was adopted.

Keywords

References

  1. Kim, K. J., Lee, K. D., & Kim, J. W. (2007). The effect of SCM and online word of mouth of internet shopping mall on customer satisfaction: An integrative approach. E-Business Studies, 8(1), 131-153. https://doi.org/10.15719/GEBA.8.1.200703.131
  2. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. The Journal of Information Systems, 64(1), 12-40.
  3. Yoon, J. H., & Kim, G. S. (2006). A Study on the logistics service quality, customer satisfaction and post-purchasing behaviors in the internet shopping mall. E-Business Studies, 15(1), 21-48.
  4. Park, J. S., & Lee, T. H. (2019). A study on the effects of delivery service quality on repurchase intention in online shopping. Korea Service Management Society, 20(1), 177-200. https://doi.org/10.15706/jksms.2019.20.1.009
  5. Choi, H. R., Lee, G. B., & Shin, J. S. (2006). The effect of quality factors in the door-to-door delivery service on customers' reuse intention. Journal of Industrial Economics and Business, 19(3), 1,159-1,180.
  6. Moon, S. U., Jeon, I. W., & Kim, S. M. (2014). A study on the customer satisfaction of courier company service in internet shopping. Korea Logistics Review, 24(1), 1, 65-88.
  7. Shchiglik, C., & Barnes, S. (2016). Evaluating website quality in the airline industry. Journal of Computer Information Systems, Feb(1), 17-25.
  8. Kim, I. S. (2010). A study on the effects of service quality and relationship quality on service loyalty in the Hotel industry: Moderating effects of switching barriers. Doctoral dissertation, Kyonggi University.
  9. Grewal, D., Krishnan, R., Baker, J. and Borin, N. (1998) The effect of store name, brand name and price discounts on consumers' evaluations and purchase intentions. Journal of Retailing, 74, 331-352. https://doi.org/10.1016/S0022-4359(99)80099-2
  10. Anckar, B., Walden, P., & Jelassi, T. (2002). Creating customer value in online grocery shopping. International Journal of Retail & Distribution Management, 30(4), 211-220. https://doi.org/10.1108/09590550210423681
  11. Oh. H. J., Yoon, Y. S., & Lee, G. Y. (2006). An empirical study on the determinants of trust and purchasing intention in online shopping. Journal of Industrial Economics and Business, 19(1), 205-224.
  12. Kim, J. K. (2012). The structural relationship among influential factors, satisfaction and customer loyalty on internet shopping mall. Journal of Korean Regional Development, 11(2), 51-86.
  13. Lee, J. G. (2017). The effects of online shopping characteristics and value on customer satisfaction and buying intention : Focused on Chinese Consumers. Doctoral dissertation, Konkuk University.
  14. Song, N. R., & Yeo, J. S. (2001). The adoption of internet in consumer decision making. Journal of Consumer Studies, 12(2), 119-141.
  15. Lee, K. (2004). Status of SERVQUAL model utilization and improvement plan. Korean Society and Public Administration, 15(1), 449-470.
  16. Kotler, P., & Keller, K.L. (2007). Administracao de Marketing. Pearson, Sao Paulo.
  17. Holbrook, M. (2006). Consumption experience, customer value, and subjective personal introspection: An illustrative photographic essay. Journal of Business Research, 59(6), 714-725. https://doi.org/10.1016/j.jbusres.2006.01.008
  18. McKnight, D.H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-Commerce: An integrative typology. Information Systems Research, 13, 334-359. https://doi.org/10.1287/isre.13.3.334.81
  19. Mayer, R.C., Davis, J.H., & Schoorman, F.D. (1995). An integrative model of organizational trust. Academy of Management Review, 20, 709-734.
  20. Jarvenpaa, S.L., Tractinsky, N., & Vitale, M. (2000). Consumer trust in an internet store. Information Technology and Management, 1, 45-71. https://doi.org/10.1023/A:1019104520776
  21. Lee, J. Ch. (2020). (The) influence of delivery service quality dimension on the trust of courier company and online shopping mall : focused on the mediated effect of the perceived value. Doctoral dissertation, Hoseo University.
  22. Xiuying, R. (2002). A study on the effect of service quality of medical pharmaceutical delivery system on repurchase intention. Master's thesis. Kyunghee University.
  23. Kaynak, R., & Avic, S. B. (2014). Logistics service accontabilities and their effects on service buyer's trust. Social and Behavioral Science, 111, 731-740.
  24. Moorman, C., Deshpande, R. and Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57, 81-101. https://doi.org/10.1177/002224299305700106
  25. Cronin, J. Joseph, Jr., & Steven A. Taylor (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(July), 55-68.
  26. Chandler, G.N. and Jansen, E. (1992) The founder's self-assessed competence and venture performance. Journal of Business Venturing, 7, 223-236. https://doi.org/10.1016/0883-9026(92)90028-P