Relationship among delivery service quality, customer satisfaction and customer loyalty in e-retailing at Can Tho City

Abstract

Delivery service plays a crucial role in building a competitive advantage in e-retailing. Hence, it is vital to explore the relationship between delivery service quality, customer satisfaction, and customer loyalty in e-retailing. By analyzing a dataset of 340 Can Tho residents, this study indicates that all three factors including operational quality, relational quality, and cost performance cause a positive impact on customer satisfaction, which leads to an increase in customer loyalty. Particularly, e-businesses should focus on ameliorating customer’s relationships to enhance their satisfaction. Also, the results prove that an improvement in operational quality will directly leverage customer loyalty.

Keywords

• chất lượng dịch vụ giao hàng
• lòng trung thành
• sự hài lòng
• thương mại điện tử