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수입대행쇼핑몰의 물류서비스 품질과구매 후 행동간의 관계 분석

A Study on the Relationships between Logistics Service Quality and Post-purchase Behavior in Import Agency Shopping Malls

무역연구
약어 : JITC
2014 vol.10, no.2, pp.935 - 958
DOI : 10.16980/jitc.10.2.201404.935
발행기관 : 한국무역연구원
연구분야 : 무역학
Copyright © 한국무역연구원
송채헌 1 ,  송선옥 2 ,  송미령 3

1전북대학교

2혜전대학교

3전북대학교

358 회 열람

The purpose of this study is to: i) investigate the impact of logistics quality in import agency shopping mallson perceived value and customer satisfaction; ii) analyze the influence of logistics quality on the ultimate goalof customer loyalty; iii) draw strategic implications of this study’s findings in order to help improve logisticspolicy and quality for import agency shopping malls. This study uses the results of 138 survey questionnaires from consumers who have made purchases fromimport agency shopping malls over a one year period. Hypothesis testing was done using LISREL 8.50. Ourresults are as follows:First, in our test of the impact of between logistic quality on perceived value (H1), delivery price, delivery characteristics, and customer service were found to be statistically significant, while order characteristics wasnot. Second, in the test of customer satisfaction (H2), the exact same results were found. Third, we found therelationship between perceived value and customer satisfaction/loyalty (H3) to be statistically significant. Finally,we found a significant positive relationship between customer satisfaction and customer loyalty.

Logistics Service Quality, Post-purchase Behavior, Import Agency Shopping Malls

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