A Comparative Study of Logistics Service Quality Dimensions in the British and Chinese Online Retailing Markets
Publication: Logistics: The Emerging Frontiers of Transportation and Development in China
Abstract
The advent of the Internet has brought the retail industry into the digital age. At the same time, logistics service quality (LSQ) has become a success factor of Internet retailers, whether in the UK where a mature e-commerce market has been established, or in China where the online shopping market is experiencing fast-growing development. This paper takes a comparative study of business-to-consumer (B2C) e-commerce in the UK and in China, focusing on LSQ dimensions and variables. The key issue is presented from the consumer-based perspective of a series of surveys undertaken in the UK and in China. The factor analysis indicates that LSQ has significant impact on customer satisfaction and loyalty in both countries, while consumers in the two markets put different values on the LSQ variables. The results confirm different levels of B2C e-commerce development in the two countries, and contribute to setting an LSQ measurement framework for the Chinese Internet retailers.
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© 2009 American Society of Civil Engineering.
History
Published online: Apr 26, 2012
ASCE Technical Topics:
- Business management
- Client relationships
- Comparative studies
- Computer networks
- Computing in civil engineering
- Engineering fundamentals
- Freight transportation
- Industries
- Infrastructure
- Internet
- Logistics
- Methodology (by type)
- Organizations
- Practice and Profession
- Research methods (by type)
- Transportation engineering
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