The Synergy of Logistics Service and Channel Integration in Omnichannel Retailing: A Study of Consumer’s Hybrid Shopping Experiences and Cross-Country

NCUIR > School of Management at National Central University > Graduate Institute of Business Administration > Electronic Thesis & Dissertation > Item 987654321/88192

Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/88192

Title:	The Synergy of Logistics Service and Channel Integration in Omnichannel Retailing: A Study of Consumer’s Hybrid Shopping Experiences and Cross-Country
Authors:	Prassida, Grandys Frieska;Prassida, Grandys Frieska
Contributors:	企業管理學系
Keywords:	全渠道零售;渠道整合質量;物流服務質量;顧客滿意度;回購意向;正面口碑;Omnichannel retailing;Channel integration quality;Logistics service quality;Customer satisfaction;Repurchase intention;Positive word-of-mouth
Date:	2022-06-23
Issue Date:	2022-07-13 18:29:21 (UTC+8)
Publisher:	國立中央大學
Abstract:	本研究基於刺激-組織-反應框架，從客戶的角度研究物流服務和渠道整合影響滿意度和行為意圖的機制。本研究採用基於網絡的調查來收集數據，並使用偏最小二乘結構方程模型進行模型評估。結果表明，物流服務質量是渠道整合質量的先決條件，這兩個變量協同影響客戶滿意度（特定交易和整體），從而產生行為意圖。特別是，結果表明，渠道整合質量和物流服務質量對特定交易滿意度的影響因不同的混合購物體驗而異。此外，結果證實了印尼和台灣消費者的總體滿意度和正面口碑分別對回購意願存在顯著差異。本研究對全渠道零售的文獻具有理論意義，對全渠道零售商的管理者俱有實際意義。;Grounded on the stimulus–organism–response framework, this study investigated the mechanism by which logistics service and channel integration influence satisfaction and behavioral intentions from customers’ perspectives. This study employed a web-based survey to collect data and used partial least squares structural equation modeling for model assessment. The results disclosed that logistics service quality is an antecedent of channel integration quality and that the two variables synergistically influence customer satisfaction (transaction-specific and overall) which subsequently generates behavioral intentions. Particularly, the results demonstrated that the respective impacts of channel integration quality and logistics service quality on transaction-specific satisfaction differ through the distinct hybrid shopping experiences. In addition, the results confirmed the significant difference between overall satisfaction and positive word-of-mouth on repurchase intention respectively, for Indonesian and Taiwanese consumers. This study had theoretical implications for the literature on omnichannel retailing and practical implications for managers of omnichannel retailers.
Appears in Collections:	[Graduate Institute of Business Administration] Electronic Thesis & Dissertation

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