{"title":"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","authors":"Syeda Marium Mehmood, A. Najmi","doi":"10.1504/IJECRM.2017.10007745","DOIUrl":null,"url":null,"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.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"23"},"PeriodicalIF":0.0000,"publicationDate":"2017-09-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"66","resultStr":"{\"title\":\"Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan\",\"authors\":\"Syeda Marium Mehmood, A. Najmi\",\"doi\":\"10.1504/IJECRM.2017.10007745\",\"DOIUrl\":null,\"url\":null,\"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.\",\"PeriodicalId\":39480,\"journal\":{\"name\":\"International Journal of Electronic Customer Relationship Management\",\"volume\":\"11 1\",\"pages\":\"23\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2017-09-27\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"66\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Electronic Customer Relationship Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1504/IJECRM.2017.10007745\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"Business, Management and Accounting\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Electronic Customer Relationship Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1504/IJECRM.2017.10007745","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan
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.
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
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