The evaluation of logistics service quality on home delivery service for online auction

Abstract

The delivering service of commodity orders to buyers can be seen as the last mile of logistics service in the electronic commerce dealing, especially for the individual online auction through the C2C transaction. The home delivery service is a mode of delivering service, and there are several issues on it: what are determinates of logistics service quality on home delivery service and what the relationship between expected and perceived service quality. Thus, this paper explored the causal relationship of logistic service quality on home delivery service for online auction. The data were collected via online questionnaire survey, and 1,238 respondents were returned. We applied the structural equation modeling (SEM) to construct the relationships among the logistics service quality, satisfaction and loyalty. Then we used the importance-performance analysis (IPA) to discuss the relations between the level of customers' expected and perceived logistics service quality. Finally, we discuss the findings from an academic and managerial perspective and provide directions for future research.