| 摘要： | This study aims to answer the question, “if e-commerce quality
(ECQ) is controlled, can logistics satisfaction (LS) still be used to predict EC
customers’ overall satisfaction with the EC business?” With 326 valid samples
through an online questionnaire survey, this study used AMOS statistical
software for structural equation modelling analysis. The analysis results show
that although ECQ is controlled as a control variable (CV), the customer
satisfaction brought by pure logistics can still significantly affect customer
satisfaction with EC performance. Moreover, logistics convenience (LC) and
logistics quality (LQ) have significant predictive capabilities for LS. Our
findings have important implications for managers and policymakers,
advocating that EC companies adopt proactive business methods and policy
formulation covering logistics operations. |
