Exploratory study of logistics service quality scale based on online shopping malls  

作　　者：FENG Yi-xiong ZHENG Bing TAN Jian-rong 

机构地区：[1]State Key Lab. of CAD ＆ CG, Zhejiang University, Hangzhou 310027, China [2]College of Economics ＆ Management, Dalian University, Dalian 116622, China

出　　处：《Journal of Zhejiang University-Science A(Applied Physics & Engineering)》2007年第6期926-931,共6页浙江大学学报（英文版）A辑（应用物理与工程）

基　　金：Project (Nos. 50505044 and 70472061) supported by the National Natural Science Foundation of China

摘　　要：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.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.

关 键 词：Online shopping Logistics service Logistics service quality （LSQ） Dimensions of LSQ 

分 类 号：TP393[自动化与计算机技术—计算机应用技术] F713.36[自动化与计算机技术—计算机科学与技术]