The Influencing Factors of Customers’ Satisfaction with Logistics Delivery Mode of JD Platform

Last modified: May 11, 2024
Estimated reading time: 2 min

Title: The Influencing Factors of Customers’ Satisfaction with Logistics Delivery Mode of JD Platform

Author: Li Haipeng

Advisor: Assoc. Prof. Dr. Qiu Chao

Degree: Master of Business Administration

Major: International Business Management

Faculty: บัณฑิตวิทยาลัย (Graduate School)

Academic year: 2566 (2023)

Published: The 7th STIU International Conference “Leadership & Social Sustainability in the Tech-Driven Era” on 19-21 August 2023 SECTION-8 (pp.1426-1436) conference  proceedings PDF


Abstract

Committed to the satisfaction of consumers, coupled with the characteristics of self-operated express delivery, JD has become one of the most popular and influential e-commerce websites in the field of e-commerce in China. At present, under the background that the annual turnover of the mall is more than 10 billion, due to the continuous expansion of its business, the logistics distribution model restricts the development of the mall. In order to break through the bottleneck of logistics, this study decided to put a lot of energy into the self-operated logistics distribution system, but it also brought a series of problems. Therefore, the objectives of this study were: 1) To explore the main factors affecting the satisfaction with the logistics delivery mode of JD platform; 2) To analyze the issues existing in the operation of the logistics delivery mode of JD platform.

Based on theories related to logistics management and customer satisfaction, this study adopted the quantitative research methodology, and then distributed 300 questionnaires and collected 280 questionnaires. It further investigated the logistics and distribution related situation on the JD platform through questionnaire data, and finally drew the conclusion: 1) The factors that affect the satisfaction of the logistics delivery mode of JD platform are enterprise impression, delivery service price, logistics delivery service quality, quality expectation of delivery service and communication situation of delivery service; 2) The issues existing in the operation of the logistics delivery mode of JD platform are the following: the cost of delivery is increasing; the quality of delivery is reduced and the after-sales service is poor.

Keywords: JD platform, logistics delivery mode, satisfaction, influence factors of logistics delivery


The Influencing Factors of Customers’ Satisfaction with Logistics Delivery Mode of JD Platform

6317195820 Li Haipeng 2566 (2023) The Influencing Factors of Customers’ Satisfaction with Logistics Delivery Mode of JD Platform สารนิพนธ์ (Independent Study), Advisor: Assoc. Prof. Dr. Qiu Chao, ปริญญาโท (Master’s Degree), บัณฑิตวิทยาลัย (Graduate School), Master of Business Administration, International Business Management, Bangkok: Siam University

Academic Year 2023, Graduate School 2023, IMBA, IMBA 2023, Independent Study, Independent Study 2023, Master of Business Administration, Master of Business Administration (International Program) 2023, Master of Business Administration 2023, ปริญญาโท (Master’s Degree), บัณฑิตวิทยาลัย (Graduate School), Master of Business Administration,International Business Management

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