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Received: 2006-08-01

Revision Accepted: 2007-01-26

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Journal of Zhejiang University SCIENCE A 2007 Vol.8 No.6 P.926-931


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

Author(s):  FENG Yi-xiong, ZHENG Bing, TAN Jian-rong

Affiliation(s):  State Key Lab. of CAD & CG, Zhejiang University, Hangzhou 310027, China; more

Corresponding email(s):   fyxtv@zju.edu.cn, zerobeat@163.com, egi@zju.edu.cn

Key Words:  Online shopping, Logistics service, Logistics service quality (LSQ), Dimensions of LSQ

FENG Yi-xiong, ZHENG Bing, TAN Jian-rong. Exploratory study of logistics service quality scale based on online shopping malls[J]. Journal of Zhejiang University Science A, 2007, 8(6): 926-931.

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%DOI 10.1631/jzus.2007.A0926

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A1 - FENG Yi-xiong
A1 - ZHENG Bing
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PB - Zhejiang University Press & Springer
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DOI - 10.1631/jzus.2007.A0926

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.

Darkslateblue:Affiliate; Royal Blue:Author; Turquoise:Article


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