The Determinants of Online Seller Loyalty in Express Delivery Service Providers

Abstract

The service quality of delivery service companies is a significant factor in creating online seller loyalty; especially consumers demand that online sellers offer trusted and reliable delivery services. Customer experience is essential information for delivery service providers and online sellers. This study examines the determinants of seller loyalty based on perceived service quality when dealing with delivery service providers. In the survey, as many as 280 sellers were involved voluntarily, and they were randomly selected. The questionnaires were distributed online through a chat service provided by the e-commerce platform. Then, the survey results were analyzed using the PLS-SEM technique to answer the research hypothesis. As a result, all dimensions of service quality, including reliability, visual identification, relational capital, responsiveness, and technical quality, positively and significantly affect online seller loyalty. Technical quality is the main factor in forming seller loyalty to delivery service providers.