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Effects of Service Quality Attributes on Customers' Satisfaction in the Door-to-Door Delivery Service and On-line Shopping Mall Context

택배 서비스 품질속성이 택배업체와 온라인 쇼핑몰의 고객만족에 미치는 영향

  • 정현영 (세명대학교 호텔관광학부) ;
  • 안아람 (충북테크노파크 지역사업단)
  • Published : 2008.07.28

Abstract

The purpose of the study is to find out how the quality attributes of door-to-door delivery service affects on the on-line shopping mall customers' satisfaction. For the study service quality and customer satisfaction theories were reviewed and the relation between service attributes and satisfaction was proposed. With empirical study the research found that customers' satisfaction of on-line shopping mall would be influenced by door-to-door delivery service quality attributes even though the door-to-door delivery firm is not the direct partner of the contract.

Keywords

Service Quality;Door to Door Delivery;On-line Shopping Mall

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Cited by

  1. The effects of online shopping attributes on satisfaction-purchase intention link: a longitudinal study vol.36, pp.3, 2011, https://doi.org/10.1111/j.1470-6431.2011.01035.x