Proceedings of the 2017 International Conference on Education, Economics and Management Research (ICEEMR 2017)

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Understanding E-retailers' Satisfaction to Express Delivery Companies (EDC): The Case of China

Authors
Yunchuan Zhang, Xin Guo
Corresponding Author
Yunchuan Zhang
Available Online May 2017.
DOI
10.2991/iceemr-17.2017.70How to use a DOI?
Keywords
Service quality, SERVQUAL model, the satisfaction of e-retailers' customers, E-retailer satisfaction
Abstract

This research intends to investigate the relationship between the quality of the express delivery services, the satisfaction of e-retailers, and the satisfaction of e-retailers' customers. We developed a SERVQUAL model. 185 valid questionnaires are used to evaluate the quality of the delivery services, and to capture the satisfaction indices the e-retailers rate their delivery service providers. The customers' self-report satisfaction indices about the delivery services, which showing on e-retailers Taobao pages, are mapped to corresponding delivery companies the e-retailers have chosen. Correlation analysis shows that the service quality which measured in 5 dimensions, i.e. Tangibility, Reliability, Assurance, Empathy, Responsiveness, has a positive effect on E-retailer satisfaction. Unexpectedly, we find no significant relationship between the satisfaction of e-retailers' customers and that of the e-retailers. It implies e-retailers overlook their customers' experience with delivery services. Probably they care more about other factors, e.g. cost, approachability, while evaluate the express delivery providers.

Copyright
© 2017, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 2017 International Conference on Education, Economics and Management Research (ICEEMR 2017)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
May 2017
ISBN
10.2991/iceemr-17.2017.70
ISSN
2352-5398
DOI
10.2991/iceemr-17.2017.70How to use a DOI?
Copyright
© 2017, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Yunchuan Zhang
AU  - Xin Guo
PY  - 2017/05
DA  - 2017/05
TI  - Understanding E-retailers' Satisfaction to Express Delivery Companies (EDC): The Case of China
BT  - Proceedings of the 2017 International Conference on Education, Economics and Management Research (ICEEMR 2017)
PB  - Atlantis Press
SP  - 279
EP  - 282
SN  - 2352-5398
UR  - https://doi.org/10.2991/iceemr-17.2017.70
DO  - 10.2991/iceemr-17.2017.70
ID  - Zhang2017/05
ER  -