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Wang, F.Q., Jiang, J.H. Cai, C.H. Complementing Each Other: The Mechanics of Building a Data-Driven New Retail Business Model Closed Loop - Box Office Case Study. Nankai Business Review, 2023, 1-23.

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Article

Research on the Relationship between Service Quality and Customer Loyalty for Fresh Food E-commerce in the Background of New Retail

1School of Economics and Management, Shanxi University, Taiyuan, China


Journal of Business and Management Sciences. 2023, Vol. 11 No. 1, 83-89
DOI: 10.12691/jbms-11-1-6
Copyright © 2023 Science and Education Publishing

Cite this paper:
Zhenfang Zhang, Honghai Liang. Research on the Relationship between Service Quality and Customer Loyalty for Fresh Food E-commerce in the Background of New Retail. Journal of Business and Management Sciences. 2023; 11(1):83-89. doi: 10.12691/jbms-11-1-6.

Correspondence to: Zhenfang  Zhang, School of Economics and Management, Shanxi University, Taiyuan, China. Email: zhangzhenfang@sxu.edu.cn

Abstract

In the context of new retailing, fresh food e-commerce is increasingly blending with online and offline channels. Given the perishable and time-sensitive nature of these products, service quality has emerged as a key factor for competitive advantage and long-term growth. Using the SOR and PPM models, this study builds a relationship model between service quality and customer loyalty in fresh food e-commerce. Drawing on 516 valid questionnaires and structural equation modeling, the analysis offers recommendations for retailers to enhance service quality, user engagement, and competitiveness.

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