Vai trò của chất lượng dịch vụ logistics trong thương mại điện tử đối với sự hài lòng và lòng trung thành của khách hàng Gen Z tại thị trường Hà Nội

Thảo Vũ Phương; Dương Vũ Tuấn

doi:10.24311/jabes/2023.34.1.4

Authors

Thảo Vũ Phương Trường Đại học Thương mại Author
Dương Vũ Tuấn Trường Đại học Thương mại Author

DOI:

https://doi.org/10.24311/jabes/2023.34.1.4

Keywords:

Logistics service quality, E-commerce, Satisfaction, Loyalty, Gen Z

Abstract

The study aims to evaluate the influence of the logistics service quality (LSQ) in e-commerce on customer satisfaction and customer loyalty of Gen Z in Hanoi. The research results from 392 customers indicated that the LSQ includes three components: Timeliness, availability, and condition of the purchase orders. While condition and availability of purchase orders positively affect customer satisfaction and loyalty, timeliness does not show a driving role for the two dependent variables. Finally, satisfaction is proven to have a predictability on customer loyalty of Gen Z. From these findings, several implications are proposed to help businesses improve LSQ, customer satisfaction, and customer loyalty.

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