A Study on the Effect of the Logistics Service Quality of Delivery Agencies between Korea and China on Customer Satisfaction

Abstract

Purpose - The purpose of this study is to find through empirical analysis how the quality of the logistics service of delivery agencies between Korea and China affects customer satisfaction and the perceived value of consumers, and how perceived value as a mediating factor affects customer satisfaction. Design/Methodology/Approach - In this study, data were collected through a questionnaire based on previous studies. Descriptive statistical analysis, reliability analysis, validity analysis, correlation, and other statistical analysis were performed on the sample data collected from the questionnaire using SPSS 26.0 and AMOS 26.0. Findings - It was empirically analyzed that the quality of logistics service of delivery agencies have a significant effect on customer satisfaction. Perceived value was empirically analyzed to play a mediating role in the influence relationship between the logistics services of delivery agencies and customer satisfaction. Research Implications - The tick size reduction was consistent and supports previous research from different countries. The bid-ask spread, ask depth, and bid depth significantly decreased, the trading volume had a tendency to increase as well, although it was not significant. For IDX and Bapepam, additional information related to changes that occurred as a result of the implementation of the new policy in stock trading was noted. Investors can use the information from this study to make investment decisions. This study was able to obtain 169 samples during 90 day observation period. Furthermore, this study used multiple statistic methods that give robust results to accept or reject the hypotheses.