篇名 | Factors Influencing the Satisfaction of E-logistics Customers in Vietnam: The Mediating Role of Information Technology |
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卷期 | 13:4 |
作者 | Mai Ngoc Tran 、 Quyen Thi Nguyen 、 Nhung Hong Phuong Nguyen |
頁次 | 081-096 |
關鍵字 | customer satisfaction 、 e-logistics 、 e-commerce 、 information security 、 shipping duration 、 shipping information 、 payment method 、 Scopus |
出刊日期 | 202212 |
DOI | 10.7903/ijecs.2096 |
The study focused on the factors contributing to customer satisfaction in e-logistic services. The questionnaire used in this study was developed based on previous studies with proven validity. The structural equation model (SEM) was tested using SPSS and Amos 22 with a sample size of 320 respondents. Research results revealed four factors that affect customer satisfaction: payment method, shipping information, information security, and shipping time. Shipping cost and order fulfillment were found to have insignificant impacts. Information technology was proven to have a mediating role in improving customer satisfaction. The study results will be helpful for the government in developing and supporting E-commerce and E-logistics in Vietnam. In addition, it will help companies operating in this field understand their customers' needs better, thus attracting new customers, retaining current customers, and improving customer satisfaction.