The impacts of service quality and customer satisfaction in the e-commerce context

Yong Lin; Jing Luo; Li Zhou; Petros Ieromonachou; Lin Huang; Shuqin Cai; Shihua Ma

doi:10.1109/ICSSSM.2014.6874093

The impacts of service quality and customer satisfaction in the e-commerce context

Yong Lin, Jing Luo, Li Zhou, Petros Ieromonachou, Lin Huang, Shuqin Cai, Shihua Ma

Research output: Chapter in Book/Conference proceeding › Conference contribution › peer-review

11 Citations (Scopus)

Abstract

This paper aims to investigate the impacts of service quality on customer satisfaction and loyalty in the e-commerce context, in particular from a triad view of customer-e-retailer-3PL (third party logistics) provider. A literature review is primarily used to determine the conceptual model and to develop the measurement scales. Data were collected through online questionnaire survey conducted in China. Structural equation modeling was used to analyze the collected data and test the proposed research hypotheses. The results indicate that both e-service quality and logistics service quality are strongly linked with customer satisfaction. The research results shown that practitioners (e-retailers) should not only focus on e-service quality, but also the logistics service quality. This research validates the proposed service quality framework with two dimensions (e-service quality and logistics service quality) in ecommerce context. Second, it highlights the impact path of service quality on customer satisfaction and loyalty.

Original language	English
Title of host publication	11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding
Publisher	IEEE Computer Society
ISBN (Print)	9781479931330
DOIs	https://doi.org/10.1109/ICSSSM.2014.6874093
Publication status	Published - 2014
Externally published	Yes
Event	11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Beijing, China Duration: 25 Jun 2014 → 27 Jun 2014

Publication series

Name	11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding

Conference

Conference	11th International Conference on Service Systems and Service Management, ICSSSM 2014
Country/Territory	China
City	Beijing
Period	25/06/14 → 27/06/14

Keywords

Supply chain management
customer satisfaction
e-service quality
ecommerce
logistics service quality
loyalty

ASJC Scopus subject areas

Marketing

Access to Document

10.1109/ICSSSM.2014.6874093

Cite this

Lin, Y., Luo, J., Zhou, L., Ieromonachou, P., Huang, L., Cai, S., & Ma, S. (2014). The impacts of service quality and customer satisfaction in the e-commerce context. In 11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding Article 6874093 (11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding). IEEE Computer Society. https://doi.org/10.1109/ICSSSM.2014.6874093

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abstract = "This paper aims to investigate the impacts of service quality on customer satisfaction and loyalty in the e-commerce context, in particular from a triad view of customer-e-retailer-3PL (third party logistics) provider. A literature review is primarily used to determine the conceptual model and to develop the measurement scales. Data were collected through online questionnaire survey conducted in China. Structural equation modeling was used to analyze the collected data and test the proposed research hypotheses. The results indicate that both e-service quality and logistics service quality are strongly linked with customer satisfaction. The research results shown that practitioners (e-retailers) should not only focus on e-service quality, but also the logistics service quality. This research validates the proposed service quality framework with two dimensions (e-service quality and logistics service quality) in ecommerce context. Second, it highlights the impact path of service quality on customer satisfaction and loyalty.",

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author = "Yong Lin and Jing Luo and Li Zhou and Petros Ieromonachou and Lin Huang and Shuqin Cai and Shihua Ma",

note = "Copyright: Copyright 2014 Elsevier B.V., All rights reserved.; 11th International Conference on Service Systems and Service Management, ICSSSM 2014 ; Conference date: 25-06-2014 Through 27-06-2014",

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language = "English",

isbn = "9781479931330",

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Lin, Y, Luo, J, Zhou, L, Ieromonachou, P, Huang, L, Cai, S & Ma, S 2014, The impacts of service quality and customer satisfaction in the e-commerce context. in 11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding., 6874093, 11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding, IEEE Computer Society, 11th International Conference on Service Systems and Service Management, ICSSSM 2014, Beijing, China, 25/06/14. https://doi.org/10.1109/ICSSSM.2014.6874093

The impacts of service quality and customer satisfaction in the e-commerce context. / Lin, Yong; Luo, Jing; Zhou, Li et al.
11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding. IEEE Computer Society, 2014. 6874093 (11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding).

Research output: Chapter in Book/Conference proceeding › Conference contribution › peer-review

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AU - Ma, Shihua

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AB - This paper aims to investigate the impacts of service quality on customer satisfaction and loyalty in the e-commerce context, in particular from a triad view of customer-e-retailer-3PL (third party logistics) provider. A literature review is primarily used to determine the conceptual model and to develop the measurement scales. Data were collected through online questionnaire survey conducted in China. Structural equation modeling was used to analyze the collected data and test the proposed research hypotheses. The results indicate that both e-service quality and logistics service quality are strongly linked with customer satisfaction. The research results shown that practitioners (e-retailers) should not only focus on e-service quality, but also the logistics service quality. This research validates the proposed service quality framework with two dimensions (e-service quality and logistics service quality) in ecommerce context. Second, it highlights the impact path of service quality on customer satisfaction and loyalty.

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Lin Y, Luo J, Zhou L, Ieromonachou P, Huang L, Cai S et al. The impacts of service quality and customer satisfaction in the e-commerce context. In 11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding. IEEE Computer Society. 2014. 6874093. (11th International Conference on Service Systems and Service Management, ICSSSM 2014 - Proceeding). doi: 10.1109/ICSSSM.2014.6874093

The impacts of service quality and customer satisfaction in the e-commerce context

Abstract

Publication series

Conference

Keywords

ASJC Scopus subject areas

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