Gaps in Customer Satisfaction and Repurchase Intention between the Levels of Perceived Logistics Service Quality on Electronic Commerce Firms

Gaps in Customer Satisfaction and Repurchase Intention between the Levels of Perceived Logistics Service Quality on Electronic Commerce Firms

Purpose : The objective of this study is to verify gaps in customer satisfaction and repurchase intention between the levels of perceived logistics service quality of electronic commerce firms. Research design, data, methodology : To achieve the objective, this study collected 281 data from university students in Busan Metropolitan City. The validity of the data is verified by a factor analysis and the reliability is proved by Cronbach’s alpha. Hypotheses are analyzed by a multi-variate analysis of variance. Results : First, there are gaps in customer satisfaction between the levels of perceived logistics service quality. Second, there are gaps in repurchase intention between the levels of perceived logistics service quality. Conclusions : The results are as follows. The levels of perceived logistics service quality of customers on electronic commerce firms is based on gaps in customer satisfaction and repurchase intention.