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Exploratory study of logistics service quality scale based on online shopping malls

机译：基于网上商城的物流服务质量规模探索研究

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摘要

Online shopping has already become the new mode that a lot of customers try to adopt. At the same time, the online shopping could not be successfully completed without logistics service. Logistics service quality (LSQ) has significant impact on revenue and profitability. This paper presents the issue from the perspective of the customer, and explores the initial factors of LSQ based on the online shopping through in-depth interview and the Delphi method. The survey uses a standard 7-point Likert-type scale to measure the LSQ. Empirical research results are shown in detail to confirm seven LSQ dimensions with Chinese characteristics, including timeliness quality, personal contact quality, order quality, order discrepancy handling, order condition and convenience. Statistical analyses of the investigation were conducted to test the reliability and validity of the LSQ evaluation model.
机译：在线购物已经成为许多客户尝试采用的新模式。同时，没有物流服务就无法成功完成在线购物。物流服务质量（LSQ）对收入和盈利能力有重大影响。本文从客户的角度提出问题，并通过深度访谈和德尔菲方法，基于在线购物探索了LSQ的初始因素。调查使用标准的7点Likert型量表来测量LSQ。详细显示了实证研究结果，以确认具有中国特色的七个LSQ维度，包括及时性，个人联系质量，订单质量，订单差异处理，订单条件和便利性。对调查进行统计分析以检验LSQ评估模型的可靠性和有效性。

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