Online shopping has already become the new mode that a lot of customers try to adopt. At the same time, the online shopping could not be successfully completed without logistics service. Logistics service quality (LSQ...Online shopping has already become the new mode that a lot of customers try to adopt. At the same time, the online shopping could not be successfully completed without logistics service. Logistics service quality (LSQ) has significant impact on revenue and profitability. This paper presents the issue from the perspective of the customer, and explores the initial factors of LSQ based on the online shopping through in-depth interview and the Delphi method. The survey uses a standard 7-point Likert-type scale to measure the LSQ. Empirical research results are shown in detail to confirm seven LSQ dimensions with Chinese characteristics, including timeliness quality, personal contact quality, order quality, order discrepancy handling, order condition and convenience. Statistical analyses of the investigation were conducted to test the reliability and validity of the LSQ evaluation model.展开更多
E-Commerce refers to such business behavior as conducting trades on a virtual network through the Internet.The core elements contributing to the success of online stores include not only the web-based presentation and...E-Commerce refers to such business behavior as conducting trades on a virtual network through the Internet.The core elements contributing to the success of online stores include not only the web-based presentation and the low-price strategy but the quality of online service as well.Importance-Performance Analysis is a method frequently used to evaluate performance and analyze competition strategies.Using IPA,this study analyzed and investigated the service quality of the online shopping of a case company and proposed 10 indexes to measure the service quality of online shopping.a number of suggestions on competition strategies were provided for the case company to improve its competition strategies.展开更多
The online shopping has changed people＇s traditional mode of shopping. With more and more customers participate in online shopping, and the online shopping service providers need to improve the quality of service to ...The online shopping has changed people＇s traditional mode of shopping. With more and more customers participate in online shopping, and the online shopping service providers need to improve the quality of service to attract customers to improve customer satisfaction. Based on SERVQUAL model, this paper explores the association between various dimensions of service quality of the web-based shopping and customer satisfaction and service loyalty, and gives an analysis of the five dimensions of quality of service in the context of online shopping, the relationship between service quality and customer satisfaction and loyalty, and thus providing the reference for online shopping service.展开更多
This paper considers a production inventory system with service time and product returns, dependent on the characteristics of online shopping beliaviors. The customers arrive according to a Poisson process, in which t...This paper considers a production inventory system with service time and product returns, dependent on the characteristics of online shopping beliaviors. The customers arrive according to a Poisson process, in which the arriving customer requires an item in the inventory, as well as a server service that the service time is exponentially distributed. Moreover, there is one production facility to produce items according to (s, S) policy, and the production time also follows an exponential (listribution. In the beginning, the stationary joint distribution is obtained in the product form for the queue length and the on-hand inventory level. Additionally, the resulting distribution is applied to derive some performance measures, which can be adopted to numerically calculate the optimal (s, S) policy. Finally, numerical analyses are processed to investigate the effects of some system parameters on the performance measures. The numerical results clearly indicate that the product return rate has a significantly monotonic effect on the optimal policy and optimal cost.展开更多
网络购物拉动物流服务需求,物流业快速发展的同时服务质量问题频现。网购物流服务质量因其无形性而难以衡量,当前国内外尚无成熟的测量框架或量表可直接应用,改进服务质量面临较大困难。以在北京、武汉、长沙、周口及互联网调研所得的1...网络购物拉动物流服务需求,物流业快速发展的同时服务质量问题频现。网购物流服务质量因其无形性而难以衡量,当前国内外尚无成熟的测量框架或量表可直接应用,改进服务质量面临较大困难。以在北京、武汉、长沙、周口及互联网调研所得的1236份有效问卷为基础,构建网购物流服务质量(online purchasing logistics service quality,OP-LSQ)量表。统计检验表明,量表具有可靠的信度及效度。展开更多
基金Project (Nos. 50505044 and 70472061) supported by the National Natural Science Foundation of China
文摘Online shopping has already become the new mode that a lot of customers try to adopt. At the same time, the online shopping could not be successfully completed without logistics service. Logistics service quality (LSQ) has significant impact on revenue and profitability. This paper presents the issue from the perspective of the customer, and explores the initial factors of LSQ based on the online shopping through in-depth interview and the Delphi method. The survey uses a standard 7-point Likert-type scale to measure the LSQ. Empirical research results are shown in detail to confirm seven LSQ dimensions with Chinese characteristics, including timeliness quality, personal contact quality, order quality, order discrepancy handling, order condition and convenience. Statistical analyses of the investigation were conducted to test the reliability and validity of the LSQ evaluation model.
文摘E-Commerce refers to such business behavior as conducting trades on a virtual network through the Internet.The core elements contributing to the success of online stores include not only the web-based presentation and the low-price strategy but the quality of online service as well.Importance-Performance Analysis is a method frequently used to evaluate performance and analyze competition strategies.Using IPA,this study analyzed and investigated the service quality of the online shopping of a case company and proposed 10 indexes to measure the service quality of online shopping.a number of suggestions on competition strategies were provided for the case company to improve its competition strategies.
基金Acknowledgement This article was financially supported by the Fund of National Natural Science Foundation project： ＂Mass consumer service failures and remedial mechanisms＂ （Grant NO. 70872083）.
文摘The online shopping has changed people＇s traditional mode of shopping. With more and more customers participate in online shopping, and the online shopping service providers need to improve the quality of service to attract customers to improve customer satisfaction. Based on SERVQUAL model, this paper explores the association between various dimensions of service quality of the web-based shopping and customer satisfaction and service loyalty, and gives an analysis of the five dimensions of quality of service in the context of online shopping, the relationship between service quality and customer satisfaction and loyalty, and thus providing the reference for online shopping service.
基金supported by in part by the Natural Science Foundation of Hebei Province,China under Grant No.A2017203078the Basic Research Project of Yanshan University,China under Grant No.16LGB017
文摘This paper considers a production inventory system with service time and product returns, dependent on the characteristics of online shopping beliaviors. The customers arrive according to a Poisson process, in which the arriving customer requires an item in the inventory, as well as a server service that the service time is exponentially distributed. Moreover, there is one production facility to produce items according to (s, S) policy, and the production time also follows an exponential (listribution. In the beginning, the stationary joint distribution is obtained in the product form for the queue length and the on-hand inventory level. Additionally, the resulting distribution is applied to derive some performance measures, which can be adopted to numerically calculate the optimal (s, S) policy. Finally, numerical analyses are processed to investigate the effects of some system parameters on the performance measures. The numerical results clearly indicate that the product return rate has a significantly monotonic effect on the optimal policy and optimal cost.
文摘网络购物拉动物流服务需求,物流业快速发展的同时服务质量问题频现。网购物流服务质量因其无形性而难以衡量,当前国内外尚无成熟的测量框架或量表可直接应用,改进服务质量面临较大困难。以在北京、武汉、长沙、周口及互联网调研所得的1236份有效问卷为基础,构建网购物流服务质量(online purchasing logistics service quality,OP-LSQ)量表。统计检验表明,量表具有可靠的信度及效度。
