Factors influencing cross-border e-commerce logistics on customer satisfaction in China

With the development of the internet and information technology, cross-border online shopping has become a new consumption norm for Chinese residents. Logistics, as the pillar of crossborder online shopping, has attracted close attention from practitioners and researchers because it not only influen...

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Main Author:	Mengyuan, Du
Format:	Thesis
Language:	eng eng
Published:	2023
Subjects:	T58.5-58.64 Information technology HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/10835/1/Depositpermission_s827870.pdf https://etd.uum.edu.my/10835/2/s827870_01.pdf
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id	my-uum-etd.10835
record_format	uketd_dc
spelling	my-uum-etd.108352023-12-27T07:08:37Z Factors influencing cross-border e-commerce logistics on customer satisfaction in China 2023 Mengyuan, Du Omar, Salmah Chong, Khai Lin College of Business (COB) College of Business (COB) T58.5-58.64 Information technology HF5001-6182 Business With the development of the internet and information technology, cross-border online shopping has become a new consumption norm for Chinese residents. Logistics, as the pillar of crossborder online shopping, has attracted close attention from practitioners and researchers because it not only influences customer shopping experience, but it also influences customer confidence level in cross-border online shopping. Previous studies have shown that Chinese cross-border logistics suffer from problems such as low satisfaction levels, high transportation costs, and long delivery times. Therefore, the purpose of this study was to determine the level of customer satisfaction in cross-border logistics in China and investigate the factors that lead to customer satisfaction in cross-border logistics. This study used a quantitative method approach to conduct a questionnaire survey of 458 customers residents in southwest China. The data were then analysed by mean value, correlation, and regression through Statistical Package for Social Sciences (SPSS) version 23.0 on the level of customer satisfaction. The findings showed that the customer satisfaction level of cross-border logistics in China is at a moderate level, with transportation cost, delivery time, return and exchange, information tracking, and staff service quality having a significant positive relationship with customer satisfaction of the cross-border logistics. The findings of the study enable this researcher to make some suggestions on how to effectively manage cross-border logistics to improve customer satisfaction in cross-border logistics. Therefore, logistics managers should reduce consumer transportation costs, reduce delivery time, simplify the return and exchange process, and provide convenient and reliable information tracking and high-quality staff service quality to improve cross-border logistics customer satisfaction. 2023 Thesis https://etd.uum.edu.my/10835/ https://etd.uum.edu.my/10835/1/Depositpermission_s827870.pdf text eng staffonly https://etd.uum.edu.my/10835/2/s827870_01.pdf text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Omar, Salmah Chong, Khai Lin
topic	T58.5-58.64 Information technology HF5001-6182 Business
spellingShingle	T58.5-58.64 Information technology HF5001-6182 Business Mengyuan, Du Factors influencing cross-border e-commerce logistics on customer satisfaction in China
description	With the development of the internet and information technology, cross-border online shopping has become a new consumption norm for Chinese residents. Logistics, as the pillar of crossborder online shopping, has attracted close attention from practitioners and researchers because it not only influences customer shopping experience, but it also influences customer confidence level in cross-border online shopping. Previous studies have shown that Chinese cross-border logistics suffer from problems such as low satisfaction levels, high transportation costs, and long delivery times. Therefore, the purpose of this study was to determine the level of customer satisfaction in cross-border logistics in China and investigate the factors that lead to customer satisfaction in cross-border logistics. This study used a quantitative method approach to conduct a questionnaire survey of 458 customers residents in southwest China. The data were then analysed by mean value, correlation, and regression through Statistical Package for Social Sciences (SPSS) version 23.0 on the level of customer satisfaction. The findings showed that the customer satisfaction level of cross-border logistics in China is at a moderate level, with transportation cost, delivery time, return and exchange, information tracking, and staff service quality having a significant positive relationship with customer satisfaction of the cross-border logistics. The findings of the study enable this researcher to make some suggestions on how to effectively manage cross-border logistics to improve customer satisfaction in cross-border logistics. Therefore, logistics managers should reduce consumer transportation costs, reduce delivery time, simplify the return and exchange process, and provide convenient and reliable information tracking and high-quality staff service quality to improve cross-border logistics customer satisfaction.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Mengyuan, Du
author_facet	Mengyuan, Du
author_sort	Mengyuan, Du
title	Factors influencing cross-border e-commerce logistics on customer satisfaction in China
title_short	Factors influencing cross-border e-commerce logistics on customer satisfaction in China
title_full	Factors influencing cross-border e-commerce logistics on customer satisfaction in China
title_fullStr	Factors influencing cross-border e-commerce logistics on customer satisfaction in China
title_full_unstemmed	Factors influencing cross-border e-commerce logistics on customer satisfaction in China
title_sort	factors influencing cross-border e-commerce logistics on customer satisfaction in china
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2023
url	https://etd.uum.edu.my/10835/1/Depositpermission_s827870.pdf https://etd.uum.edu.my/10835/2/s827870_01.pdf
_version_	1794023771226505216

Factors influencing cross-border e-commerce logistics on customer satisfaction in China

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