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Logistics Service and Customer Satisfaction in Chinese B2C E-Commerce
Jönköping University, Jönköping International Business School, JIBS, Marketing and Logistics. Jönköping University, Jönköping International Business School, JIBS, Centre of Logistics and Supply Chain Management.
Jönköping University, Jönköping International Business School, JIBS, Marketing and Logistics.
2012 (English)Independent thesis Advanced level (degree of Master (One Year)), 40 credits / 60 HE creditsStudent thesis
Abstract [en]

Abstract

Background: The development of IT and and lower cost in applying IT promotes the development of B2C e-commerce in China. The more and more fierce competition pushes B2C companies to utilize suitable logistics solutions. Outsourcing third party logistics and owning proprietary logistics system are the major solutions at present.

Purpose: This thesis examines the performance measurements of logistics service of B2C company’s proprietary logistics system (PLS) in order to find the relations between logistics service and customer satisfaction.

Method: Balanced Scorecard (BSC) is utilized as the theory basis to design a questionnaire specializing in customer service. The performance metrics come from BSC. Standard deviation is calculated to compare customer satisfaction of different indicators.

Results: The results of questionnaire confirm our hypothesis that the time and quality indicators of PLS perform better than those of third party logistics do. And the calculation of standard deviation illustrates that the outstanding performance of quality indicators of PLS are closely related to most customer satisfaction, while the performance of other indicators such as goods change and return, shipping cost, etc. get very low satisfaction.  

Key workds: E-commerce, B2C, logistics, proprietary logistics, third party logistics, customer satisfaction

Place, publisher, year, edition, pages
2012.
Keyword [en]
E-commerce, B2C, logistics, proprietary logistics, third party logistics, customer satisfaction
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hj:diva-18241OAI: oai:DiVA.org:hj-18241DiVA: diva2:530461
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2012-10-03 Created: 2012-06-02 Last updated: 2012-10-03Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
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