{"title":"Impact of E-Commerce Service Quality on Customer Loyalty: A Case of Vietnam","authors":"T. Anh, Ta Thi Yen, Nguyen Thi Thuy Trang","doi":"10.56556/jssms.v1i1.73","DOIUrl":null,"url":null,"abstract":"The study measures service quality and customer loyalty among logistics service providers, with customer satisfaction mediating these variables. The survey questionnaire was used to collect 401 data from consumers in Vietnam. Data were analyzed using least-squares analysis (PLS-SEM). The results show that service quality variables such as customer service; product quality; information quality; delivery service; perceived price, anh reverse logistics positively influence customer loyalty through customer satisfaction. The results show that customer satisfaction has a direct relationship with customer loyalty. The study recommends that service providers need to upgrade and improve the quality of their services.","PeriodicalId":29810,"journal":{"name":"Journal of Social Sciences and Management Studies","volume":"5 1","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2022-03-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Social Sciences and Management Studies","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.56556/jssms.v1i1.73","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 2
Abstract
The study measures service quality and customer loyalty among logistics service providers, with customer satisfaction mediating these variables. The survey questionnaire was used to collect 401 data from consumers in Vietnam. Data were analyzed using least-squares analysis (PLS-SEM). The results show that service quality variables such as customer service; product quality; information quality; delivery service; perceived price, anh reverse logistics positively influence customer loyalty through customer satisfaction. The results show that customer satisfaction has a direct relationship with customer loyalty. The study recommends that service providers need to upgrade and improve the quality of their services.
期刊介绍：
Journal of Social Sciences and Management Studies (ISSN: 2957-8795) is a peer reviewed journal focuses on integrating theory, research and practice in the area of management and social sciences. The journal discusses the distinctive disciplinary practices within the sciences of the management and social field and examines examples of these practices. In order to define and exemplify disciplinarity, the journal fosters dialogue ranging from the broad and speculative to the microcosmic and empirical. In considering the varied interdisciplinary, trans-disciplinary or multidisciplinary work across and between the social, natural and applied sciences, the journal showcases interdisciplinary practices in action. The focus of papers ranges from the finely grained and empirical, to wide-ranging multi-disciplinary and transdisciplinary practices, to perspectives on knowledge and method.
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