Applying Importance-Performance Analysis to Evaluate Logistics Service Quality for Online Shopping among Retailing Delivery

Abstract

In the logistics system of electronic commerce, the major difference between Taiwan and other countries is the retailing delivery (RD) system. Delivering consistently good service quality is difficult but profitable for logistics organizations. This paper explores the structure of logistic for RD service for electronic commerce. Drawing upon a sample of 135 users of retailing delivery and working within the framework of structural equation modeling (SEM), this study examines the relationships among the logistics service quality (LSQ), satisfaction and loyalty. Finally, this study used Importance-Performance analysis (IPA) to discuss the relations of level of customers' expected logistics service quality and level of customers' perceived logistics serviced quality, implications of these results for practice and research are provided. Copyright of International Journal of Electronic Business Management is the property of National Tsing Hua University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.