수입대행쇼핑몰의 물류서비스 품질과 구매 후 행동간의 관계 분석

A Study on the Relationships between Logistics Service Quality and Post-purchase Behavior in Import Agency Shopping Malls

The purpose of this study is to: i) investigate the impact of logistics quality in import agency shopping malls on perceived value and customer satisfaction; ii) analyze the influence of logistics quality on the ultimate goal of customer loyalty; iii) draw strategic implications of this study s findings in order to help improve logistics policy and quality for import agency shopping malls. This study uses the results of 138 survey questionnaires from consumers who have made purchases from import agency shopping malls over a one year period, Hypothesis testing was done using LISREL 8.50. Our results are as follows: First, in our test of the impact of between logistic quality on perceived value (H1), delivery price, delivery characteristics, and customer service were found to be statistically significant, while order characteristics was not. Second, in the test of customer satisfaction (H2), the exact same results were found. Third, we found the relationship between perceived value and customer satisfaction/loyalty (H3) to be statistically significant. Finally, we found a significant positive relationship between customer satisfaction and customer loyalty.