| Summary |
I-Hsin Chiang, 2008.06
Institute of Traffic and Transportation National Chiao Tung University
Customer service quality has become a primary determinant of customer satisfaction and a crucial measure of competitiveness in logistics markets. In the electronic commerce dealing, the service of delivering the order for goods to buyers can be seen as “the last mile” of logistics service, especially for the individual online auction through the C2C transaction. There are issues on delivery service for online auction, which include the
determinants of logistics service quality for the delivery providers and the relationship between the expected and perceived service quality. Firstly, this paper explored the causal relationship structure of logistic service quality on delivery service for online auction. The data were collected from 615 online survey respondents who have ever been a seller and paid the logistic expenses via online auction. To identify what relevant factors would affect online auction sellers’ choice behavior in delivery service; we applied higher-order confirmatory factor analysis to discuss whether these factors will affect the logistics service quality. According to the factor analysis, we extracted five factors as the following: reliability, tangible, empathy and Responsiveness. Then we applied multinomial logit model to understand whether these factors will affect online auction sellers’ choice behavior in selecting delivery provider. Finally, we discussed the findings from an academic and managerial perspective and provide directions for future research. |
