A Study on the Logistics Service Quality, Customer Satisfaction, Relationship Quality and Repurchase Intention in Internet Shopping Mall

An Un-Seok,

Journal of Korean Society for Quality Management > Volume 32(4); 2004 > Article

Journal of Korean Society for Quality Management 2004;32(4): 30-.

물류서비스품질, 고객만족, 관계품질 및 재구매의도에 관한 연구

안운석

남서울대학교 경영학과

A Study on the Logistics Service Quality, Customer Satisfaction, Relationship Quality and Repurchase Intention in Internet Shopping Mall

ABSTRACT

The tremendous growth of the Internet, particularly world wide web, has resulted in significant changes in commerce environments. Internet has brought significant changes in the economics of marketing channels and has led to a redefinition of industry value chain. E-commerce has become so important that countries and firms unprepared for this new trend would lose competitive advantages in the coming century of digital economy. The purpose of this study is to identify logistic!; service quality elements about internet shopping mall customers and examine the relationship among e-commerce logistics service quality, customer satisfaction, relationship quality and repurchase intentions in the area of internet shopping mall. To do so, prior studies on logistics service quality, customer satisfaction, relationship qualify and repurchase intentions were broadly reviewed and the relationship among those four concepts was empirically tested.

Key Words: e-Commerce Logistics Service Quality;Customer Satisfaction;Relationship Quality;Repurchase Intention.;