MODERATING EFFECTS OF PRODUCT TYPE ON FULFILLMENT AND CUSTOMER SATISFACTION: AN EMPIRICAL STUDY OF E-COMMERCE IN CHINA

서지정보

· 발행기관 : 글로벌지식마케팅경영학회(GFMC)
· 수록지 정보 : Global Marketing Conference
· 저자명 : Ming Ding, Susumu Harada

목차

ABSTRACT
Introduction
Conceptual Model
Methodology
Results and Conclusion

영어초록

The E-commerce market continues to grow in recent years, many companies have generated customer satisfaction by improving the quality of fulfilment, but the effects needed further investigation. Customer satisfaction research in e-commerce is one of the major areas of e-commerce research. Previous studies have investigated customer satisfaction factors in e-commerce from the perspective of e-SERVQUAL (e-service quality). Zeithaml et al. (2000) investigated that fulfilment has a significant impact on customer satisfaction in e-commerce. China's e-commerce market is the largest in the world at $2,879 billion and accounts for the largest share of the total retail market worldwide at 50.4%. This research focused on China’s e-commerce market.

참고자료

· 없음