Title: A structural equation model of management strategies and firm performance: a case study of logistics service quality on home delivery

Authors: Yu-Kai Huang, Cheng-Min Feng, Pei-Ju Wu

Addresses: Institute of Publishing and Culture Enterprise Management, Nanhua University, 32, Chung Keng Li, Dalin, Chiayi 62248, Taiwan, Republic of China. ' Institute of Traffic and Transportation, National Chiao Tung University, 4F, 118, Sec. 1, Chung Hsiao W. Rd., Taipei 10012, Taiwan, Republic of China. ' Institute of Traffic and Transportation, National Chiao Tung University, 4F, 118, Sec. 1, Chung Hsiao W. Rd., Taipei 10012, Taiwan, Republic of China

Abstract: In the electronic commerce dealing, the service of delivering consumers| orders to buyers can be seen as the last mile of logistics service, especially for the individual online auction through the C2C transaction. There are issues on home delivery service for online auction. One is, what are the determinates of logistics service quality one home delivery and what is the relationship between expected and perceived service quality? This paper first explores the causal relationship structure of logistic service quality on home delivery service for online auction. Then, structured equation modelling (SEM) was employed to examine the relationships among the logistics service quality, satisfaction and loyalty. Furthermore, 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 service quality. Finally, we discuss the findings from an academic and managerial perspective and provide directions for future research.

Keywords: electronic commerce; e-commerce; home delivery; online auctions; logistics services; structured equation modelling; SEM; importance-performance analysis; IPA; management strategies; firm performance; C2C; customer-to-customer; service quality; customer satisfaction; customer loyalty; customer relationship management; CRM.

DOI: 10.1504/IJECRM.2009.027954

International Journal of Electronic Customer Relationship Management, 2009 Vol.3 No.3, pp.281 - 300

Published online: 22 Aug 2009 *

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