Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors

Expert Systems with Applications

Volumn 41, Issue 1, 2014, Pages 69-80

  Subramanian, Nachiappan ^a   Gunasekaran, Angappa ^b   Yu, Jie ^a   Cheng, Jiang ^a   Ning, Kun ^a  

^a The University of Nottingham Ningbo China   (China)

^b UNIVERSITY OF MASSACHUSETTS DARTMOUTH   (United States)

Author keywords

Competitiveness; Customer satisfaction; E retailing; Quality factors

Indexed keywords

COMPETITIVENESS; CONFIRMATORY FACTOR ANALYSIS; E-RETAILING; E-SERVICE QUALITY; QUALITY FACTORS; SERVICE QUALITY FACTOR; STRUCTURAL EQUATION MODELING; THEORETICAL FRAMEWORK;

COMPETITION; ELECTRONIC COMMERCE; FACTOR ANALYSIS; QUALITY OF SERVICE;

CUSTOMER SATISFACTION;

EID: 84885171527     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2013.07.012     Document Type: Article

References (93)

1. Ambastha and Momaya Competitiveness of Firms: Review of Theory, Frameworks, and Models Singapore Management Review 26 1 2004 45 61
2. R. Anderson, and S. Srinivasan e-Satisfaction and e-loyalty: A contingency framework Phychology and Marketing 20 2 2003 123 138
3. J.C. Anderson, and D.W. Gerbing Structural equation modelling in practice: A review and recommended two-step approach Psychological Bulletin 103 3 1988 411 423
4. S.J. Armstrong, and T.S. Overton Estimating non response bias in mail surveys Journal of Marketing Research 14 3 1977 396 402
5. S. Bames, and R. Vidgen An integrative approach to the assessment of e-commerce quality Journal of Electronic Commerce Research 3 2002 114 127
6. D. Barnes, M. Hinton, and S. Mieczkowska Competitive advantage through e-operations Total Quality Management & Business Excellence 14 6 2003 659 675 (Pubitemid 36814477)
7. L. Berry, A. Parasuraman, and V. Zeithaml A conceptual model of service quality and its implications for future research Journal of Marketing 4 49 1985 1 15
8. Bureau of Transport and Communications Economics, 1994. International aviation trends and issues. Australian Government Publishing Service, Canberra.
9. R. Buzzell, and B. Gale Market share - a key to profitability Harvard Business Review 1 53 1987 10 21
10. D.T. Campbell, and D.W. Fiske Convergent and discriminant validation by the multitrait-multimethod matrix Psychological Bulletin 56 2 1959 81 105
11. Y. Chang, and C. Yeh A survey analysis of service quality for domestic airlines European Journal of Operational Research 139 2002 166 177 (Pubitemid 34153944)
12. B. Chen, X. Chen, B. Li, Z. He, H. Cao, and G. Cai Reliability estimation for cutting tools based on logistic regression model using vibration signals Mechanical Systems and Signal Processing 25 2011 2526 2537
13. P. Chenet, C. Tynan, and A. Money The service performance gap: Testing the redeveloped causal model European Journal of Marketing 34 2000 472 483
14. J.S. Childers Jr., and E. Offstein Building entrepreneurial e-commerce competitive advantage: A blending of theory and practice Advances in Competitiveness Research 15 1&2 2007 41 54
15. W.W. Chin Issues and opinion on structural equation modeling MIS Quarterly 22 1 1998 7 16
16. CNNIC (2012). CNNIC statistic report of the development of internet in China, available at: < http://www.cnnic.net.cn >.
17. J. Collier, and C. Bienstock A conceptual framework for measuring e-service Quality: in developments in marketing science Academy of Marketing Science 2003 158 162
18. M. David Culture, context, and behavior Journal of Personality 75 2007 1285 1320
19. EMS (2009). Domestic express-express service for online business, < http://www.ems.com.cn/products/eyb.html >, (Last accessed on 31st August 31 2009).
20. M. Fassnacht, and I. Koese Quality of the electronic services: Conceptualizing and testing a hierarchical model Journal of Service Research 19 2006 20 37
21. J. Fitzsimons, and M. Fitzsimons Service management 2001 Free Press New York 3rd
22. C. Fornell A National Customer Satisfaction Barometer: The Swedish Experience Journal of Marketing 56 1992 6 21
23. M.S. Garver, and G.B. Gagnon Seven keys to improving customer satisfaction programs Business Horizon 45 2002 35 42
24. D. Gefen Customer loyalty in e-commerce Journal of Association for Information Systems 3 1 2002 27 51
25. X. Geng, and X. Chu A new importance-performance analysis approach for customer satisfaction evaluation supporting PSS design Expert Systems with Applications 39 2012 1492 1502
26. J.W. Gentry The impact of credit decisions on shopping behavior Advances in Consumer Research 19 1982 368 385
27. M. Goh, and C. Ling Logistics development in China International Journal of Physical Distribution and Logistics Management 33 10 2003 886 917
28. M. Gommans, K. Krishnan, and K. Scheffold From brand loyalty to e-loyalty: A conceptual framework Journal of Economic and Social Research 3 1 2001 43 58
29. B. Gong, X. Chen, and C. Hu Fuzzy entropy clustering approach to evaluate the reliability of emergency logistics system Energy Procedia 16 2012 278 283
30. Goodman Report (2012). An E-retailing research report commissioned by Goodman Group. < http://article.wn.com/view/2012/05/22/Goodman-Report-Sees- Significant-Logistics-Opportunity-from-t-a/ > (Last accessed on 12th October 2012).
31. C. Gronroos A service quality model and its marketing implications European Journal of Marketing 18 1984 9 21
32. J.F. Hair, W.C. Black, B.J. Barbin, R.E. Anderson, and R.L. Tatham Multivariate data analysis 6th ed. 2006 Prentice-Hall New Jersey
33. O. Hansemark, and M. Albinsson Customer satisfaction and retention: The experiences of individual employees Journal of Managing Service Quality 14 2004 40 57 (Pubitemid 38170421)
34. B. Holloway, and S. Beatty Service failure in online retailing: A recovery opportunity Journal of Service Research 6 2003 92 105
35. J. Hong, and B. Liu Logistics development in China: A provider perspective Transportation Journal 46 2 2007 55 65 (Pubitemid 46767185)
36. B. Imrie, J. Cadogan, and R. McNaughton The service quality construct on a global stage Managing Service Quality 12 1 2002 10 18
37. J.J. Jahng, H. Jain, and L. Ramamurthy Effective design of electronic commerce environment: A proposed theory of congruence and an illustration IEEE 30 4 2000 456 471
38. S. Janda, J. Philip, and K. Gwinner Consumer perceptions of internet retail service quality International Journal of Service Industry Management 13 2002 412 431
39. C. Jane Performance evaluation of logistics systems under cost and reliability considerations Transportation Research Part E 47 2011 130 137
40. Jarvenpaa, L. S., & Todd, A. P., 1997. Consumer reactions to electronic shopping on the World Wide Web. Presented in Orlando, 245-248.
41. R. Johnston, and J. Heineke Exploring the relationship between perception and performance: Priorites for action The Service Industries Journal 18 1 1998 101 112 (Pubitemid 128628634)
42. Y.G. Joo, and S.Y. Sohn Structural equation model for effective CRM of digital content industry Expert systems with Applications 34 2008 63 71 (Pubitemid 46756238)
43. M. Jun, Z. Yang, and D. Kim Customer perceptions of online retailing service quality and their satisfaction International Journal of Quality and Reliability Management 21 2004 817 840 (Pubitemid 39266890)
44. S. Kim, and L. Stoel Apparel retailers: Website quality dimensions and satisfaction Journal of Retailing and Customer Services 11 2004 87 109
45. K.J. Kim, I.J. Jeong, J.C. Park, Y.J. Park, C.G. Kim, and T.H. Kim The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea Expert Systems with Applications 32 3 2007 822 831
46. M. Koufaris Applying the technology acceptance model and flow theory to on-line consumer behavior Information System Research 13 2002 205 223
47. C.H. Kuei Service quality C. Madu, Handbook of total quality management 1998 Kluwer academic publishers New York 246 259
48. F. Lai, J. Hutchinson, D. Li, and C. Bai An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry International Journal Quality and Reliability Management 24 2007 244 262
49. Langley, C., Dort, E., Rose, T., Topp, U., Allen, G., & Sykes, S. (2006). Third-party logistics: Results and findings of the 11th annual study, available at: http;//3plstudy.com.
50. K.H. Lau, and J. Zhang Drivers and obstacles of outsourcing practices in China International Journal of Physical Distribution and Logistics Management 36 10 2006 776 792 (Pubitemid 44704572)
51. G. Lee, and H. Lim Customer perceptions of e-service quality in online shopping International Journal of Retail and Distribution Management 33 2005 161 176 (Pubitemid 40687524)
52. X. Liu, M. He, F. Gao, and P. Xie An empirical study of online shopping customer satisfaction in China: A holistic perspective International Journal of Retail and Distribution Management 36 11 2008 919 940
53. Y. Li, K. Tan, and M. Xie Measuring web-based service quality Total Quality Management 13 2002 685 700
54. W.B. Lin The exploration of customer satisfaction model from a comprehensive perspective Expert Systems with Applications 33 1 2007 110 121
55. G.L. Lohse, and P. Spiller Electronic shopping: Designing online stores with effective customer interfaces has a critical influence on traffic and scales Communication of ACM 41 7 1998 81 87
56. M. Long, and C. McMellon Exploring the determinants of retail service quality on the internet Journal of Services Marketing 18 2004 78 90
57. H.T. Lu The behavior differences of Chinese consumers 2005 Chinese social science press Beijing
58. V. Mckinney, Y. Kanghyun, and F.M. Zehedi The measurement of web-customer satisfaction: An expectation and disconfirmation approach Information System Research 13 2002 296 315
59. S. Negash, T. Ryan, and M. Igbaria Quality and effectiveness in web-based customer support systems Information and Management 40 8 2003 757 768
60. J.C. Nunally Psychometric theory 1978 McGraw-Hill New York
61. R.L. Oliver A cognitive model of the antecedents and consequences of satisfaction decisions Journal of Marketing Research 17 4 1980 460 469
62. J.E. Oxley, and B. Yeung e-Commerce readiness: Institutional environment and international competitiveness Journal of International Business Studies 32 4 2001 705 723 (Pubitemid 33585647)
63. F. Pakdil, and T.N. Harwood Patient satisfaction in a preoperative assessment clinic: An analysis using SERVQUAL dimensions Total Quality Management and Business Excellence 16 2005 15 31
64. A. Parasuraman, V. Zeithaml, and L. Berry SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality Journal of Retailing 64 1988 12 40
65. A. Parasuraman, V. Zeithaml, and L. Berry Reassessment of expectation as a comparison standard in measuring service quality Journal of Marketing 58 1 1994 111 124
66. A. Parasuraman, V. Zeithaml, and A. Malhotra E-S-QUAL: A multiple-item scale for assessing electronic service quality Journal of Service Research 7 2005 213 233 (Pubitemid 40938024)
67. M. Ramezeni, M. Bashiri, and R. Moghaddam A new multi-objective stochastic model for a forward/reverse logistic network design with responsiveness and quality level Applied Mathematical Modelling 2 2012 1 17
68. M. Pont, and L. McQuiken An empirical investigation of customer satisfaction and loyalty across two divergent bank segments Journal of Financial Services Marketing 9 4 2005 344 359
69. D. Power, M. Sharafali, and V. Bhakoo Adding value through outsourcing: Contribution of 3PL services to customer performance Management Research News 30 3 2007 35 78
70. V. Riel, V. Liljander, and P. Jurriens Exploring customer evaluations of e-service: A portal site International Journal of Service Industry Management 12 4 2001 359 377
71. Schumacher, R. E., & Lomax, R. G. (1996). A Beginner's Guide to Structural Equation Modeling. New Jersey: Lawrence Erlbaum Associates Publishers.
72. F. Selnes, and K. Gønhaug Effects of supplier reliability and benevolence in business marketing Journal of Business Research 49 3 2000 259 271
73. V. Shankar, K. Amy, and A. Rangaswamy Customer satisfaction and loyalty in online and offline environments International Journal of Research in Marketing 20 2 2003 75 153
74. A. Sharma, D. Grewal, and M. Levy The customer satisfaction/logistics interface Journal of Business Logistics 16 1995 1 21
75. T. Sheng, and C. Liu An empirical study on the effect of e-service quality on online customer satisfaction and loyalty Nankai Business Review International 1 3 2010 273 283
76. R. Shah, and S.M. Goldstein Use of structural equation modeling in operations management research: Looking back and forward Journal of Operations Management 24 2006 148 169 (Pubitemid 41808260)
77. S.Y. Shin, T.H. Moon, and S.Y. Sohn Structural equation model for effective CRM of information infrastructure industry in Korea Expert Systems with Applications 36 2009 1695 1705
78. M.D. Szymanski, and T.R. Hise E-Satisfaction: An initial examination Journal of Retailing 76 3 2000 309 322
79. K. Tan, and T. Pawitra Integrating SERVQUAL and Kano's model into QFD for service excellence development Managing Service Quality 11 6 2001 418 433
80. J. Tan, K. Tyler, and A. Manica Business-to-business adoption of eCommerce in China Information and Management 44 3 2007 332 351 (Pubitemid 46702407)
81. Y. Tian, A.E. Ellinger, and H. Chen Third-party logistics provider customer orientation and customer firm logistics improvement in China International Journal of Physical Distribution and Logistics Management 40 5 2010 356 376
82. N. Tractinsky, and O. Lowengart E-retailers' competitive intensity: A positioning mapping analysis Journal of Targeting, Measurement and Analysis for Marketing 12 2 2003 114 136
83. L.C. Ueltschy, M. Laroche, M. Zhang, H. Cho, and R. Yingwei Is there really an Asian connection? Professional service quality perceptions and customer satisfaction Journal of Business Research 62 10 2009 972 979
84. P. Verhoef, and J. Langerak Possible determinants of consumers' adoption of electronic grocery shopping in the Netherlands Journal of Retailing and Consumer Services 8 2001 275 285
85. Y. Wang, S. Wang, Y. Fang, and P.Y.K. Chau Store survival in online marketplace: An empirical investigation Decision Support Systems 2012 10.1016/j.dss.2012.11.005
86. Q. Wang, F. Lai, and X. Zhao The impact of information technology on the financial performance of third-party logistics firms in China Supply Chain Management: An International Journal 13 2 2008 50 98
87. M. Wolfinbarger, and M. Gilly EtailQ: Dimensionalizing, measuring, and predicting Etail quality Journal of Retailing 79 2003 98 113
88. J. Wu, and W. Zhong Application capability of e-business and enterprise competitiveness: A case study of the iron and steel industry in China Technology in Society 31 3 2009 198 206
89. B. Yoo, and N. Donthu Developing a scale to measure the perceived quality of internet shopping site Journal of Electronic Commerce 2 2001 31 46
90. A. Yuksel, and F. Yuksel Measurement of tourist satisfaction with restaurant services: A segment-based approach Journal of Vacation Marketing 9 2002 52 68
91. V.A. Zeithaml, A. Parasuraman, and A. Malhotra Service quality delivery through websites Journal of the Academy of Marketing Science 30 4 2002 362 375
92. X. Zhang, V. Prybutok, and A. Huang An empirical study of factors affecting e-service satisfaction Human Systems Management 25 4 2006 279 291 (Pubitemid 44728267)
93. G. Zhou, H. Min, C. Xu, and Z. Cao Evaluating the comparative efficiency of Chinese third-party logistics providers using data envelopment analysis International Journal of Physical Distribution and Logistics Management 38 4 2008 79 112