Customer satisfaction indicators in transportation and distribution factors of online shopping company

Thanyaphat Muangpan

Cogent Business & Management, 2022, vol. 9, issue 1, 2108217

Abstract: The commercial business model has changed to electronic market channels and electronic distribution. Electronic commerce (E-commerce) and shopping online generate profits and reduce costs. Many businesses are creating new channels using digital network technology. This research explores the factors and indicators of customer satisfaction for transportation and distribution in an online shopping company. Survey research and exploratory factor analysis (EFA) is applied to analyse the data collection concerning Chinese customers in Thailand who have used the services of an online shopping company. This research tested the results for validity, reliability, and Kaiser-Meyer-Olkin (KMO) statistical approach. Factor loadings confirm the factor explanations and the common threshold of 0.7. Furthermore, customer satisfaction in transportation and the distribution management model achieves with the three main factors and fifteen key indicators. The three factors are the Responsibility of Product and delivery in transportation and distribution, customer services in transportation and distribution, and customer communication in transportation and distribution. These fifteen indicators and the information are to improve the e-commerce business model to create a competitive advantage and increase market share.

Date: 2022
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/23311975.2022.2108217 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:oabmxx:v:9:y:2022:i:1:p:2108217

Ordering information: This journal article can be ordered from
http://cogentoa.tandfonline.com/journal/OABM20

DOI: 10.1080/23311975.2022.2108217

Access Statistics for this article

Cogent Business & Management is currently edited by Len Tiu Wright and Tahir Nisar

More articles in Cogent Business & Management from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().