| Exploratory study of logistics service quality scale based on online shopping malls |
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| 作者姓名： | FENG Yi-xiong ZHENG Bing TAN Jian-rong |
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| 作者单位： | [1]State Key Lab. of CAD ＆ CG, Zhejiang University, Hangzhou 310027, China [2]College of Economics ＆ Management, Dalian University, Dalian 116622, China |
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| 基金项目： | Project (Nos. 50505044 and 70472061) supported by the National Natural Science Foundation of China |
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| 摘 要： | Online shopping has already become the new mode that a lot of customers try to adopt. At the same time, the online shopping could not be successfully completed without logistics service. Logistics service quality (LSQ) has significant impact on revenue and profitability. This paper presents the issue from the perspective of the customer, and explores the initial factors of LSQ based on the online shopping through in-depth interview and the Delphi method. The survey uses a standard 7-point Likert-type scale to measure the LSQ. Empirical research results are shown in detail to confirm seven LSQ dimensions with Chinese characteristics, including timeliness quality, personal contact quality, order quality, order discrepancy handling, order condition and convenience. Statistical analyses of the investigation were conducted to test the reliability and validity of the LSQ evaluation model.
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| 关 键 词： | 购物商场 网上购物 物流服务质量 LSQ维数 |
| 收稿时间： | 2006-08-01 |
| 修稿时间： | 2007-01-26 |
Exploratory study of logistics service quality scale based on online shopping malls |
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| FENG Yi-xiong ZHENG Bing TAN Jian-rong.Exploratory study of logistics service quality scale based on online shopping malls[J].Journal of Zhejiang University Science,2007,8(6):926-931. |
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| Authors: | Feng Yi-xiong Zheng Bing Tan Jian-rong |
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| Institution: | (1) State Key Lab. of CAD & CG, Zhejiang University, Hangzhou, 310027, China;(2) College of Economics & Management, Dalian University, Dalian, 116622, China |
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| Abstract: | Online shopping has already become the new mode that a lot of customers try to adopt. At the same time, the online shopping could not be successfully completed without logistics service. Logistics service quality (LSQ) has significant impact on revenue and profitability. This paper presents the issue from the perspective of the customer, and explores the initial factors of LSQ based on the online shopping through in-depth interview and the Delphi method. The survey uses a standard 7-point Likert-type scale to measure the LSQ. Empirical research results are shown in detail to confirm seven LSQ dimensions with Chinese characteristics, including timeliness quality, personal contact quality, order quality, order discrepancy handling, order condition and convenience. Statistical analyses of the investigation were conducted to test the reliability and validity of the LSQ evaluation model. |
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| Keywords: | Online shopping Logistics service Logistics service quality (LSQ) Dimensions of LSQ |
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