FACTORS INFLUENCING THE SATISFACTION OF E-LOGISTICS CUSTOMERS IN VIETNAM: THE MEDIATING ROLE OF INFORMATION TECHNOLOGY

Q3 Computer Science

International Journal of Electronic Commerce Studies Pub Date : 2022-12-26 DOI:10.7903/ijecs.2096

M. N. Tran

引用次数: 1

Abstract

The study focused on the factors contributing to customer satisfaction in e-logistic services. The questionnaire used in this study was developed based on previous studies with proven validity. The structural equation model (SEM) was tested using SPSS and Amos 22 with a sample size of 320 respondents. Research results revealed four factors that affect customer satisfaction: payment method, shipping information, information security, and shipping time. Shipping cost and order fulfillment were found to have insignificant impacts. Information technology was proven to have a mediating role in improving customer satisfaction. The study results will be helpful for the government in developing and supporting E-commerce and E-logistics in Vietnam. In addition, it will help companies operating in this field understand their customers' needs better, thus attracting new customers, retaining current customers, and improving customer satisfaction.

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影响越南电子物流客户满意度的因素：信息技术的中介作用

这项研究的重点是影响电子物流服务客户满意度的因素。本研究中使用的问卷是在先前研究的基础上开发的，已证明有效。结构方程模型（SEM）使用SPSS和Amos 22进行测试，样本量为320名受访者。研究结果揭示了影响客户满意度的四个因素：付款方式、运输信息、信息安全和运输时间。运输成本和订单履行被发现影响不大。事实证明，信息技术在提高客户满意度方面具有中介作用。研究结果将有助于越南政府发展和支持电子商务和电子物流。此外，它将帮助在该领域运营的公司更好地了解客户的需求，从而吸引新客户，留住现有客户，提高客户满意度。

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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来源期刊

International Journal of Electronic Commerce Studies Computer Science-Computer Science Applications

CiteScore

1.40

自引率

0.00%

发文量

期刊介绍： The IJECS is a double-blind referred academic journal for all fields of Electronic Commerce. To serve as an international platform, the IJECS encourages manuscript submissions from authors all around the world. As a multi-discipline journal, The IJECS welcome both technology oriented and business oriented electronic commerce research articles. The purpose of the International Journal of Electronic Commerce Studies is to promote electronic commerce research and provide worldwide scholars a place to publish their innovative work in electronic commerce. To be published in the journal, the manuscript must make strong empirical, theoretical, or practical contributions and highlight the significance of the contributions to the electronic commerce field. Thus, preference is given to submissions that test, extend, or build strong theoretical frameworks for electronic commerce theory, electronic commerce system development, and electronic commerce practice. The journal is not tied to any particular national context; the geographic distribution of authors publishing in the journal came from countries around the world. Articles introducing cases of innovative applications in electronic commerce around the world are also published in the journal. The journal provides scholars opportunities to realize the electronic commerce research and development around the world. Articles in the International Journal of Electronic Commerce Studies will include, but are not limited to the following areas.