FACTORS INFLUENCING THE SATISFACTION OF E-LOGISTICS CUSTOMERS IN VIETNAM: THE MEDIATING ROLE OF INFORMATION TECHNOLOGY
DOI:
https://doi.org/10.7903/ijecs.2096Keywords:
customer satisfaction, e-logistics, e-commerce, information security, shipping duration, shipping information, payment methodAbstract
The study focused on the factors that contribute to customer satisfaction in e-logistic services. The questionnaire used in this study was developed based on previous studies that had proven validity. The structural equation model (SEM) was tested using SPSS and Amos 22 using a sample size of 320 respondents. Research results revealed four factors that affect customer satisfaction, including Payment method, Shipping information, Information security, and Shipping time. Shipping cost and order fulfillment were found to have insignificant impacts. Information technology played 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 also help companies operating in this field to gain a better understanding of their customers' needs thus attracting new customers, retaining current customers, and improving customer satisfaction.
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