Relationship among delivery service quality, customer satisfaction and customer loyalty in e-retailing at Can Tho City
Delivery service plays a crucial role in building a competitive advantage in e-retailing. Hence, it is vital to explore the relationship between delivery service quality, customer satisfaction, and customer loyalty in e-retailing. By analyzing a dataset of 340 Can Tho residents, this study indicates...
| Main Authors: | , , |
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| Format: | Article |
| Language: | Vietnamese |
| Published: |
TẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINH
2023-06-01
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| Series: | Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh |
| Subjects: | |
| Online Access: | https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/2180 |
| Summary: | Delivery service plays a crucial role in building a competitive advantage in e-retailing. Hence, it is vital to explore the relationship between delivery service quality, customer satisfaction, and customer loyalty in e-retailing. By analyzing a dataset of 340 Can Tho residents, this study indicates that all three factors including operational quality, relational quality, and cost performance cause a positive impact on customer satisfaction, which leads to an increase in customer loyalty. Particularly, e-businesses should focus on ameliorating customer’s relationships to enhance their satisfaction. Also, the results prove that an improvement in operational quality will directly leverage customer loyalty. |
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| ISSN: | 2734-9306 2734-9578 |