중국소비자의 인터넷쇼핑몰 택배서비스 품질요인이 고객만족도와 재이용의도에 미치는 연구

Abstract

With the change of the times, Internet information technology is actively developed, platform economy is happening, new businesses such as live commerce, and mobile payments are becoming more common, so many consumers are using online shopping malls more conveniently and quickly. Therefore, it is stimulating the rapid growth of e-commerce companies. When e-commerce companies showed rapid development trends, e-commerce companies enjoyed good opportunities but faced great challenges at the same time. Online shopping mall purchasing activities have already penetrated our daily lives. It also fully demonstrated the active activities of the Chinese Internet shopping market in China. As Internet shopping malls increase and the size increases, the delivery market is also revitalizing. At the same time, courier service is an important part of the web purchase process, and it distributes products from sellers to buyers, affecting the efficiency of Internet shopping services. In particular, in the era of COVID-19, the delivery industry contributed positively to promote online shopping and ensure the normal life of residents through innovative non-face-to-face services. Also, the delivery industry has seen reverse growth. At the same time, the delivery problem is one of the customer complaints in the online shopping field. It is the development of science and technology and the progress of society as the times change. However, no matter how times change, people have no choice but to use courier services. Since ancient times, the delivery service industry has existed and will not disappear. With the development of science and technology, people's demand for the quality of delivery services is increasing. Therefore, continuous research is needed on the effect of delivery service quality on customer satisfaction and reuse intention. Also, in modern society, people are all communicating and shopping on mobile. That's why people can't leave the Internet. After online shopping, people can use the courier service. Therefore, continuous research is needed on the effect of the quality of online shopping mall delivery service on customer satisfaction and reuse intention. Therefore, this study aims to analyze the effect of Chinese consumers' Internet shopping delivery service quality factors on customer satisfaction and to analyze the effect of delivery service satisfaction on the intention to reuse the delivery service. It is intended to understand how five factors, safety, kindness, speed, accuracy, and shopping mall system activation, affect customer satisfaction and customer satisfaction in the intention to reuse the courier service. As a result of the study, among the quality factors of Internet shopping mall delivery service for Chinese consumers, safety, kindness, speed, accuracy, and shopping mall system activation will all have a positive (+) effect on customer satisfaction. In addition, it was found that the customer satisfaction of the delivery service would have a positive (+) effect on the reuse intention.