Determinants of customer loyalty for home delivery

Chin Sen Lin, Chia Lin Hsu, Mu-Chen Chen*

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

2 Scopus citations

Abstract

The purpose of this study was to investigate the crucial factors, namely service quality and service convenience, that lead to customer loyalty in the home delivery (HD) industry in Taiwan. An investigation of customer loyalty in the HD industry was conducted, with a total of 426 effective questionnaires collected. After validating the measurement scales, empirical analyses were conducted using structural equation modelling (SEM). The results confirm that service quality and service convenience both correlate positively with customer loyalty in the HD industry. In a mature market such as that of Taiwan, it is of great importance for home delivery service (HDS) providers to understand the nature of the drivers of customer loyalty. The current study presents findings useful to managers of HDS providers in their efforts to develop and implement successful customer loyalty strategies.

Original languageEnglish
Pages (from-to)125-154
Number of pages30
JournalInternational Journal of Logistics Systems and Management
Volume22
Issue number2
DOIs
StatePublished - 1 Jan 2015

Keywords

  • Customer loyalty
  • Home delivery
  • Logistics
  • Service convenience
  • Service quality

Fingerprint Dive into the research topics of 'Determinants of customer loyalty for home delivery'. Together they form a unique fingerprint.

Cite this