Impact of Logistics Service Quality on Customer Satisfaction and Customer Loyalty in Fulfillment Centers

서지정보

· 발행기관 : 국제차세대융합기술학회
· 수록지 정보 : 차세대융합기술학회논문지 / 9권 / 6호 / 1635 ~ 1645페이지
· 저자명 : 최수호

초록

A fulfillment center is a facility where an online seller is responsible for all processes of storing, processing orders, and shipping products. This includes all stages from receiving, inventory management, order receipt, product packaging, and delivery. The purpose of the study is to verify the impact of fulfillment center logistics service quality on customer satisfaction and customer loyalty. To this end, a survey was conducted over a period of about seven weeks on 280 consumers who use fulfillment centers in the Seoul metropolitan area and Busan. The survey content was composed of the variables “Professionalism, Convenience, Responsiveness, Safety, Reliability, Customer Satisfaction, and Customer Loyalty” based on previous research. The research results showed that responsiveness and reliability, among the independent variables, had a significant impact on customer satisfaction, which was a mediating variable, but expertise, convenience, and safety were not significant. In addition, customer satisfaction was found to have a significant impact on the dependent variable, customer loyalty. To increase customer satisfaction, responsiveness and reliability must be improved. The fulfillment service must be staffed with friendly and responsive employees who are able to quickly resolve any mistakes that occur while reflecting customer needs.

참고자료

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