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Trans. Planning Journal
| Title | The Effects of Switching Costs and Service Quality on Choice Behavior of the Pick-Up Point for Online Shopping |
|---|---|
| Author | Cheng-Min Feng, Yu-Kai Huang |
| Summary | The Internet has provided people with a new medium for social activities. Many marketing experts believe that the web site is the most important retail channel. Convenience stores in Taiwan have integrated the e-Commerce with their logistics system to develop a new retail delivery model, “Shopping in an online store and picking up goods in a convenience store”, and have made remarkable successes. The objective of this study is to explore what factors can influence the pick-up point choice behavior. Firstly, we defined the latent variables and manifest variables in the structural equation modeling (SEM). The results indicate that switching costs and service quality are the two major influential factors which can capture the choice behavior. Secondly, a cusp catastrophe model was applied to examine the linkages among service quality, switching costs and the loyalty to a pick-up point. Finally, we discussed the catastrophe characteristics of the choice behavior by using the cusp catastrophe model based on the empirical data, and explored how switching costs and service quality affect the choice behavior. |
| Vol. | 35 |
| No. | 4 |
| Page | 507 |
| Year | 2006 |
| Month | 12 |
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