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http://dx.doi.org/10.9708/jksci.2020.25.10.241

The Effect of Early Morning Delivery's Logistics Service Quality on Customer Satisfaction: The Moderating Effect of Eco-Friendly Attitude  

Jung, Ji-Hee (Dept. of Distribution, Gyeongnam National University of Science and Technology)
Shin, Jae-Ik (Dept. of Distribution, Gyeongnam National University of Science and Technology)
Publication Information
Journal of the Korea Society of Computer and Information / v.25, no.10, 2020 , pp. 241-248 More about this Journal
Abstract
In this study, to investigate the relationship between early morning delivery's logistics service quality (order quality, delivery quality, and after service quality) and customer satisfaction, and the moderating effect of eco-friendly attitude, the constructs were made up based on previous studies. A survey was conducted on early morning delivery users, and 210 questionnaires were used for empirical analysis. The collected data was analyzed by SPSS 25.0 and AMOS 21.0. The results are as follows: first, it was found that the logistics service quality has a positive effect on customer satisfaction. Second, it was found that the delivery quality has the greatest effect on customer satisfaction. Third, as a result of testing the moderating effect of eco friendly attitudes in the relationship between the logistics service quality and customer satisfaction, in the case of the order quality among the logistics service quality, the differences between the groups were identified according to eco-friendly attitudes. In conclusion, the implications and limitations of this study are presented.
Keywords
Early Morning Delivery; Logistics Service Quality; Order Quality; Delivery Quality; After Sales Service Quality; Customer Satisfaction; Eco Friendly Attitudes;
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Times Cited By KSCI : 2  (Citation Analysis)
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