Abstract
The advent of the Internet has brought the retail industry into the digital age. At the same time, logistics service quality (LSQ) has become a success factor of Internet retailers, whether in the UK where a mature e-commerce market has been established, or in China where the online shopping market is experiencing fast-growing development. This paper takes a comparative study of business-to-consumer (B2C) e-commerce in the UK and in China, focusing on LSQ dimensions and variables. The key issue is presented from the consumer-based perspective of a series of surveys undertaken in the UK and in China. The factor analysis indicates that LSQ has significant impact on customer satisfaction and loyalty in both countries, while consumers in the two markets put different values on the LSQ variables. The results confirm different levels of B2C e-commerce development in the two countries, and contribute to setting an LSQ measurement framework for the Chinese Internet retailers. © ASCE.
Original language | English |
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Title of host publication | Proceedings of the 8th International Conference of Chinese Logistics and Transportation Professionals - Logistics: The Emerging Frontiers of Transportation and Development in China |
Pages | 3184-3191 |
Number of pages | 8 |
DOIs | |
Publication status | Published - 2008 |
Event | 8th International Conference of Chinese Logistics and Transportation Professionals - Logistics: The Emerging Frontiers of Transportation and Development in China - Chengdu, China Duration: 31 Jul 2008 → 3 Aug 2008 |
Conference
Conference | 8th International Conference of Chinese Logistics and Transportation Professionals - Logistics: The Emerging Frontiers of Transportation and Development in China |
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Country/Territory | China |
City | Chengdu |
Period | 31/07/08 → 3/08/08 |
Keywords
- Internet retailers
- Logistics service quality (LSQ)
- LSQ dimensions
- Online shopping