Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Q2 Business, Management and Accounting International Journal of Electronic Customer Relationship Management Pub Date : 2017-09-27 DOI:10.1504/IJECRM.2017.10007745

Syeda Marium Mehmood, A. Najmi

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引用次数: 66

Abstract

The purpose of this study is to find out the impact of five types of service convenience namely decision, access, transaction, benefit and post-benefit on customer satisfaction in home delivery service of online retailing. Service convenience model is applied to identify the consumer's experience regarding different conveniences encountered at different stages of home delivery. For that purpose, the data was collected from 230 consumers who had experienced the home delivery service during online shopping. After applying EFA, regression analysis has been performed as a statistical technique to test the hypotheses. The result of the study shows that all the independent variables are having a positive and significant impact on customer satisfaction except the one which is access convenience. This shows that accessibility to service provider does not affect customer satisfaction as they are considering online shopping as an efficient virtual store, where they can complete the purchasing process by themselves. It is recommended that online retailers should have to focus in providing convenience services in order to increase customer satisfaction.

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了解送货上门服务便利性对顾客满意度的影响:来自巴基斯坦的证据

本研究的目的是了解在线零售送货上门服务中决策、获取、交易、收益和后期收益五种服务便利对客户满意度的影响。服务便利性模型用于识别消费者在送货上门的不同阶段遇到的不同便利性的体验。为此，数据是从230名在网上购物期间体验过送货上门服务的消费者那里收集的。在应用EFA之后，回归分析被作为一种统计技术来检验假设。研究结果表明，除访问便利性外，所有自变量都对客户满意度产生了积极而显著的影响。这表明，服务提供商的可访问性不会影响客户满意度，因为他们认为在线购物是一种高效的虚拟商店，在那里他们可以自己完成购买过程。建议在线零售商必须专注于提供便利服务，以提高客户满意度。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling