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

Zhenfang Zhang^1, and Honghai Liang¹

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

Cite this paper:
Zhenfang Zhang and 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

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.

Keywords:
new retailing service quality customer satisfaction customer loyalty

This work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

References:

[1]	Yang, L., Tang R.H. Comparisons of Sales Modes for a Fresh Product Supply Chain with Freshness Keeping Effort. Transportation Research Part E: Logistics and Transportation Review, 2019, 125: 425-448.
[2]	Verbic, M. Discussing the Parameters of Preservation of Perishable Goods in a Cold Logistic Chain Model. Applied Economics, 2006, 38 (2): 137-147.
[3]	Ma, J., Zhao, H.D. The effects of task meaning and reward on creativity - the mediating role of creative role identity and the moderating role of psychological frameworks. Nankai Business Review, 2015, 18(06): 46-59.
[4]	Hu, X.P., Wang, M.Z., Wang, Z.Z. Research Status and Prospect of Operation Management of New Retail Model with Online and Offline Integration. System Engineering Theory and Practice, 2020, 40(8): 2023-2036.
[5]	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.
[6]	Gronroos. Service Quality: The Six Criteria of Good Perceived Service Quality. Review of Business, 1988, (9): 10-13.
[7]	A parasurman, Valarie A, Zeithaml Leonard L.Berry. A conceptual Model of Service Quality and its Implications for Future research. Journal of Marketing, 1985, 41-50.
[8]	Zhao, H.X.A study on the impact of e-logistics service quality and perceived value on community O2O trust. Master's Thesis, Harbin Institute of Technology, Harbin, 2016.
[9]	Aljukhadar, M., Belisle, J.F., Danta, D.C., Sénécal, S., Titah, R., Measuring the service quality of governmental sites: Development and validation of the e-Government service quality (EGSQUAL) scale, Electron Commer R. A.2022, 55, 101182.
[10]	Reimann, M., Schilke, O., Thomas, J.S. Customer relationship management and performance: The mediating role of business strategy. Journal of the Academy of Marketing, 2010, 38 (3): 326-346.
[11]	Gourdain, N., Burguburu, S., Leboeuf, F, et al. Numerical simulation of rotating stall in a subsonic compressor. Aerospace Science & Technology, 2006, 10(1): 9-18.
[12]	Wang, H.X., Liu, Y.H. An empirical study on the factors influencing consumer satisfaction of online purchase of fresh produce. Consumer Economics.2015, (06).
[13]	Wang, J.L., Shen, G.L., Qin, P.F.A dynamic weighting mechanism of online customer satisfaction, customer inertia and customer loyalty. Chinese Journal of Management, 2017, 14(11): 1681-1689.
[14]	LAZARUS, R. S. Progress on a cognitive-motivational-relational theory of emotion. American psychologist, 1991, 46(8): 819-34.
[15]	Tu, H.B., Xu, C.S., Zhao, X.F. Influence mechanism of consumers' willingness to repurchase on O2O fresh food e-commerce platform. China Business and Market, 2021, (4): 38-47.
[16]	Xu, Y., Huang, y.. Fang X.P. Study on the influence of logistics service quality on customer loyalty of e-commerce enterprises. Journal of Railway Science and Engineering, 2016, 13(10): 2077-2084.
[17]	Sun, Y., Liu, D., Chen, S. Understanding users’ switching behavior of mobile instant messaging applications: an empirical study from the perspective of pushpull-mooring framework Computers in human behavior, 2017, 75(2): 727-738.