Impact of E-Commerce Service Quality on Customer Loyalty: A Case of Vietnam

Journal of Social Sciences and Management Studies Pub Date : 2022-03-04 DOI:10.56556/jssms.v1i1.73

T. Anh, Ta Thi Yen, Nguyen Thi Thuy Trang

引用次数: 2

Abstract

The study measures service quality and customer loyalty among logistics service providers, with customer satisfaction mediating these variables. The survey questionnaire was used to collect 401 data from consumers in Vietnam. Data were analyzed using least-squares analysis (PLS-SEM). The results show that service quality variables such as customer service; product quality; information quality; delivery service; perceived price, anh reverse logistics positively influence customer loyalty through customer satisfaction. The results show that customer satisfaction has a direct relationship with customer loyalty. The study recommends that service providers need to upgrade and improve the quality of their services.

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电子商务服务质量对顾客忠诚度的影响:以越南为例

该研究衡量服务质量和客户忠诚度的物流服务提供商，与客户满意度中介这些变量。调查问卷收集了越南消费者的401份数据。数据分析采用最小二乘分析(PLS-SEM)。结果表明:服务质量变量如顾客服务;产品质量;信息质量;送货服务;感知价格、逆向物流通过顾客满意正向影响顾客忠诚。结果表明，顾客满意与顾客忠诚有直接的关系。该研究建议，服务提供商需要升级和提高其服务质量。

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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Journal of Social Sciences and Management Studies Social Sciences and Management Studies-

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期刊介绍： Journal of Social Sciences and Management Studies (ISSN: 2957-8795) is a peer reviewed journal focuses on integrating theory, research and practice in the area of management and social sciences. The journal discusses the distinctive disciplinary practices within the sciences of the management and social field and examines examples of these practices. In order to define and exemplify disciplinarity, the journal fosters dialogue ranging from the broad and speculative to the microcosmic and empirical. In considering the varied interdisciplinary, trans-disciplinary or multidisciplinary work across and between the social, natural and applied sciences, the journal showcases interdisciplinary practices in action. The focus of papers ranges from the finely grained and empirical, to wide-ranging multi-disciplinary and transdisciplinary practices, to perspectives on knowledge and method.