The effects of service quality,perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country |
| |
| Institution: | 1. Putra Business School (PBS), Universiti Putra Malaysia, Serdang, 43400, Selangor, Malaysia;2. Management Department, Ahmed Bin Mohammed Military College (ABMMC), P.O. Box: 22988, Doha, Qatar;3. Department of Management, College of Economics and Political Science, Sultan Qaboos University, P.O. Box 20, Al Khoud 123, Oman;4. School of Management, Universiti Sains Malaysia, Minden, 11800, Penang, Malaysia;5. Department of Management, Sunway University Business School (SUBS), Malaysia;6. Faculty of Economics and Business, Universiti Malaysia Sarawak, Malaysia;7. Fakulti Ekonomi Dan Pengurusan, Universiti Kebangsaan Malaysia (UKM), Malaysia;8. Fakulti Pengurusan Dan Perniagaan, Universiti Teknologi Mara (UiTM), Malaysia;9. Faculty of Business, Design and Arts, Swinburne University of Technology, Sarawak Campus, Malaysia;10. Department of Community Health, Faculty of Medicine & Health Sciences, Universiti Putra Malaysia, Malaysia;11. Center for Modern Information Management, School of Management, Huazhong University of Science and Technology, Wuhan, 430074, People''s Republic of China;12. Putra Business School, Universiti Putra Malaysia, Serdang, 43400, Selangor, Malaysia;1. Institute of Business and Management, University of Engineering and Technology, Lahore, Pakistan;2. Faculty of Computer Science and Information Technology, Universiti Malaysia Sarawak, Malaysia;3. Department of Strategy and Organization, EMLYON Business School, Ecully, France;4. Faculty of Economics and Business, Universiti Malaysia Sarawak, Malaysia;1. Hospitality Management and Marketing Department, Adnan Kassar School of Business, Lebanese American University, Beirut, Lebanon;2. Information Technology and Operations Management Department, Adnan Kassar School of Business, Lebanese American University, Beirut, Lebanon;3. Instituto Universitário de Lisboa (ISCTE-IUL), Business Research Unit (BRU/UNIDE), Av. Forças Armadas, 1649-026, Lisbon, Portugal |
| |
| Abstract: | The rapid growth of online purchasing in recent years has emphasized the accompanying role of home delivery service provided by delivery personnel in ensuring customer satisfaction. On-time delivery, better service, generating positive customer perceived value, and trust towards service providers are influential factors that contribute to customer satisfaction. The aim of the study was to investigate the effects of service quality of home delivery personnel and perceived value on customer satisfaction, with trust playing an intervening role. It was conducted in Dhaka, Bangladesh, a less developed country with a new but rapidly growing digital sector. Data was collected from 259 respondents who received home delivery service, using a structured questionnaire. The conceptual model was analysed using partial least square structural equation modelling (PLS-SEM) with SmartPLS tool. The findings revealed that service quality, customer perceived value, and trust influenced customer satisfaction. The relationship between service quality and customer satisfaction and the relationship between customer perceived value and satisfaction were both partially mediated by trust. The findings contribute to the development and validation of a trust-based satisfaction model by extending the SERVQUAL model to incorporate perceived value in the presence of trust, while complying with expectation disconfirmation theory This study provides insights for managers to develop reliability and build trust in their service delivery personnel. |
| |
| Keywords: | Customer satisfaction Service quality Customer perceived value Trust: home delivery service Online purchase PLS-SEM Mediating effect |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
