일본 인터넷 쇼핑몰의 물류서비스 품질에 관한 실증연구 (An Empirical Study on the Logistics Service Quality of Internet Shopping Mall in Japan)

서지정보

· 발행기관 : 한국무역학회
· 수록지 정보 : 무역학회지 / 36권 / 3호 / 269 ~ 294페이지
· 저자명 : 김영성, 최석범

초록

The after-sale phase includes customer service, delivery, and problem resolution should obtain customer satisfaction by meeting various expectations of customers.
Logistics excellence has been recognized as an area in which firms can create competitive advantage. To successfully prove logistics excellence, the quality of logistics service performance is a key marketing component that helps create customer satisfaction.
The findings of empirical analysis in this study are summarized as follows: first,among the components of the logistics quality of Internet shopping mall service,after order procedures, return of goods, distribution and kindness have significantly positive (+) effects on the customer satisfaction. Second, after order procedures,return of goods, distribution cost and kindness have significantly positive (+) effects on repurchase intention. Third, the customer satisfaction has significantly positive (+) effects on the repurchase intention.
The purpose of this study is to contribute to the enhancement of competitiveness in the logistics service quality of domestic internet shopping malls and entrance into internet shopping mall market in Japan by evaluating the users' cognition of the logistics service quality of internet shopping malls in Japan and inferring its implications by way of empirical study on logistics service quality of internet shopping malls in Japan.

영어초록

The after-sale phase includes customer service, delivery, and problem resolution should obtain customer satisfaction by meeting various expectations of customers.
Logistics excellence has been recognized as an area in which firms can create competitive advantage. To successfully prove logistics excellence, the quality of logistics service performance is a key marketing component that helps create customer satisfaction.
The findings of empirical analysis in this study are summarized as follows: first,among the components of the logistics quality of Internet shopping mall service,after order procedures, return of goods, distribution and kindness have significantly positive (+) effects on the customer satisfaction. Second, after order procedures,return of goods, distribution cost and kindness have significantly positive (+) effects on repurchase intention. Third, the customer satisfaction has significantly positive (+) effects on the repurchase intention.
The purpose of this study is to contribute to the enhancement of competitiveness in the logistics service quality of domestic internet shopping malls and entrance into internet shopping mall market in Japan by evaluating the users' cognition of the logistics service quality of internet shopping malls in Japan and inferring its implications by way of empirical study on logistics service quality of internet shopping malls in Japan.

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