Impact of express delivery service quality towards repurchase intention by B2C and C2C: A case of Indonesia

2016 International Conference on Advanced Computer Science and Information Systems (ICACSIS) Pub Date : 2016-10-01 DOI:10.1109/ICACSIS.2016.7872779

Yoga Nurdani, P. Sandhyaduhita

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引用次数: 6

Abstract

Express delivery is claimed to be a critical factor that affects e-commerce customer satisfaction and previous studies showed that customer satisfaction in turn affects customer's intention to repurchase. However, no research has discussed the relationship between express delivery service quality to repurchase intention in e-commerce. Thus, perceiving the importance of the express delivery service quality to the e-commerce industry, this research aims to examine the impact of express delivery service quality especially in B2C and C2C e-commerce. This study was conducted using a quantitative approach by distributing questionnaires to B2C or C2C e-commerce customers who ever made a purchase and had the goods shipped using express delivery services. Data of 582 respondents were collected and then analyzed using Covariance Based SEM (CB-SEM) with AMOS 22. The results showed that responsiveness and empathy dimensions of express delivery's service quality dimension give positive influence towards both customer satisfaction and trust to shop online, which will subsequently give positive influence toward repurchase intention.

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快递服务质量对B2C和C2C回购意愿的影响——以印尼为例

快递被认为是影响电子商务客户满意度的关键因素，以往的研究表明，客户满意度反过来影响客户的再购买意愿。然而，目前还没有研究探讨电子商务中快递服务质量与再购买意愿之间的关系。因此，认识到快递服务质量对电子商务行业的重要性，本研究旨在研究快递服务质量对B2C和C2C电子商务的影响。本研究采用定量方法进行，通过向B2C或C2C电子商务客户分发问卷，这些客户曾经购买并使用快递服务运送货物。采用基于协方差的扫描电镜(CB-SEM)对582名调查对象的数据进行分析。结果表明，快递服务质量维度的响应性维度和共情维度对顾客满意度和网上购物信任都有正向影响，进而对顾客的再购买意愿产生正向影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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2016 International Conference on Advanced Computer Science and Information Systems (ICACSIS)

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