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http://dx.doi.org/10.6109/jkiice.2014.18.6.1454

The Influence of the Logistics Quality on the Customer Satisfaction and the word-of-mouth intention in Chinese Internet Shopping Mall  

Yu, Liu Jia (Department of Business Administration, Dona-A University)
Choi, Min-Cheol (Department of Business Administration, Dona-A University)
Publication Information
Journal of the Korea Institute of Information and Communication Engineering / v.18, no.6, 2014 , pp. 1454-1461 More about this Journal
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.
Keywords
Chinese Internet Shopping Mall; Logistics Quality; Customer Satisfaction; word-of-mouth intention;
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