{"title":"零售商多渠道服务质量与顾客忠诚度的实证研究","authors":"Yong-zhi Qi","doi":"10.4018/JECO.2014100101","DOIUrl":null,"url":null,"abstract":"This paper studies the influence of offline RSSQ retailing store service quality, online store ESQ E-service quality and O2O MCISQ multi-channel integration service quality on traditional retailers' customer loyalty as well as the relation of them three in multi-channel retailing. 380 customers with both offline and online shopping experience at the same retailer's store are investigated. Through the structural equation model, we find out that in multi-channel retailing, RSSQ and MCISQ have a positive influence on customer loyalty; RSSQ and ESQ have a positive influence on MCISQ; the influence of ESQ on customer loyalty is not significant; ESQ has a strong correlation with RSSQ. These conclusions indicate that on one hand, retailers should focus more on RSSQ and ESQ, because they contribute to improve MCISQ. On the other hand, retailers should strengthen the coordination between RSSQ and ESQ in order to further enhance MCISQ and as a result, the customer loyalty.","PeriodicalId":44349,"journal":{"name":"Journal of Electronic Commerce in Organizations","volume":null,"pages":null},"PeriodicalIF":0.9000,"publicationDate":"2014-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/JECO.2014100101","citationCount":"8","resultStr":"{\"title\":\"Empirical Study on Multi-Channel Service Quality and Customer Loyalty of Retailers\",\"authors\":\"Yong-zhi Qi\",\"doi\":\"10.4018/JECO.2014100101\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This paper studies the influence of offline RSSQ retailing store service quality, online store ESQ E-service quality and O2O MCISQ multi-channel integration service quality on traditional retailers' customer loyalty as well as the relation of them three in multi-channel retailing. 380 customers with both offline and online shopping experience at the same retailer's store are investigated. Through the structural equation model, we find out that in multi-channel retailing, RSSQ and MCISQ have a positive influence on customer loyalty; RSSQ and ESQ have a positive influence on MCISQ; the influence of ESQ on customer loyalty is not significant; ESQ has a strong correlation with RSSQ. These conclusions indicate that on one hand, retailers should focus more on RSSQ and ESQ, because they contribute to improve MCISQ. On the other hand, retailers should strengthen the coordination between RSSQ and ESQ in order to further enhance MCISQ and as a result, the customer loyalty.\",\"PeriodicalId\":44349,\"journal\":{\"name\":\"Journal of Electronic Commerce in Organizations\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.9000,\"publicationDate\":\"2014-10-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://sci-hub-pdf.com/10.4018/JECO.2014100101\",\"citationCount\":\"8\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Electronic Commerce in Organizations\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.4018/JECO.2014100101\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q4\",\"JCRName\":\"BUSINESS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Electronic Commerce in Organizations","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.4018/JECO.2014100101","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"BUSINESS","Score":null,"Total":0}
Empirical Study on Multi-Channel Service Quality and Customer Loyalty of Retailers
This paper studies the influence of offline RSSQ retailing store service quality, online store ESQ E-service quality and O2O MCISQ multi-channel integration service quality on traditional retailers' customer loyalty as well as the relation of them three in multi-channel retailing. 380 customers with both offline and online shopping experience at the same retailer's store are investigated. Through the structural equation model, we find out that in multi-channel retailing, RSSQ and MCISQ have a positive influence on customer loyalty; RSSQ and ESQ have a positive influence on MCISQ; the influence of ESQ on customer loyalty is not significant; ESQ has a strong correlation with RSSQ. These conclusions indicate that on one hand, retailers should focus more on RSSQ and ESQ, because they contribute to improve MCISQ. On the other hand, retailers should strengthen the coordination between RSSQ and ESQ in order to further enhance MCISQ and as a result, the customer loyalty.
期刊介绍：
The mission of the Journal of Electronic Commerce in Organizations (JECO) is to provide comprehensive coverage and understanding of the social, cultural, organizational, human, and cognitive impacts of innovative e-commerce technologies and advances on organizations around the world. These impacts include those of e-commerce on consumer behavior, as well as on organizational behavior, organizational development, and organizational management. Additionally, the journal will broaden the overall body of knowledge regarding the human aspects of e-commerce technologies and utilization in modern organizations to assist researchers and practitioners to devise more effective systems for managing the human side of e-commerce in contemporary organizations.
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