중국 인터넷 쇼핑몰 물류서비스 품질이 고객만족과 재 구매의도에 미치는 영향

The Effects of Logistics Service Quality of Internet Shopping Mall on Consumer Satisfaction and Repurchase Intention in China

Logistics service quality plays an important role in satisfying customers and inducing them to repurchase in internet shopping malls. This paper examines empirically relationship between logistics service quality and consumer satisfaction or repurchase intention of the internet shopping mall in China. Logistics service quality is classified into return of goods, kindness, distribution, delivery charges, after order procedures. Study model was analysed using SPSS 17.0 program. Empirical findings are as follows. First, distribution and delivery charges have significantly positive effects on consumer satisfaction. Second, distribution, delivery charges and after order procedures have significantly positive effects on repurchase intention. Third, consumer satisfaction has a significantly effect on repurchase intention. Thus, the results of this study suggest that the internet shopping malls in China need to intensify distribution and maintain competitive delivery charges to meet consumer satisfaction and induce the customers to repurchase.