A Cusp Catastrophe Model for Developing Logistics Service Satisfaction Strategies: Multi-Case Study of Taipei, Shanghai and Hong Kong

Abstract

E-commerce is the most importance business model recently, and the logistics service plays an important role in the system. In Asia, retailing delivery has been widely applied in the e-commerce actives, for a retailing delivery provider, understand the nonlinear relationship between service quality and satisfaction is a key strategy issue. The purpose of this study is to develop an evaluation model and discuss the retail logistics service strategy of retailing delivery system via the Factor Analysis and Cusp Catastrophe Model for three different kind cities. From the survey, we establish an evaluation model to analyze and describe the relationship among logistics service quality, switching barrier and satisfaction of the retailing delivery system using different kind of research methods. The results obtained in this study can be used to help the manager formulate marketing strategies and increase the satisfaction as well.