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- 저자 : Battumur Gerelmaa (검색결과 2 건)
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A Study on Antecedents Affecting Customer Satisfactionin Mongolian Postal Service Sector
Battumur Gerelmaa,김원종,GANTUMURKHONGORZUL 한국인터넷전자상거래학회 2020 인터넷전자상거래연구 Vol.20 No.5
‘Mongol Post’, which owns the main postal network of Mongolia, operates more than 30 types of postal services with more than 900 employees and 38 postal service branches in Ulaanbaatar. The purposes of this study are firstly to investigate how service quality affects satisfaction of those who experience services of Mongol Post, and accordingly to figure out how it directly affect customers’ loyalty. To identify how service quality affect customer satisfaction, the construct of service quality has been divided into seven components including tangibility, reliability, responsiveness, empathy, accessibility, communication, and complaint handling. As this study was conducted with the purpose of measuring customer satisfaction in Mongolian postal service, the research method used in this work is a quantitative method with data collection through questionnaires collected from 298 respondents who have experienced Mongolian postal delivery service. The results of the study show that three of seven components of service quality construct, including reliability, accessibility, and complaint handling of service, have positively influenced customer satisfaction, while the rest four components including tangibility, responsiveness, empathy, and communication, however, have not shown significant effects on customer satisfaction. And the results also show that the customer satisfaction has a positive effect on customers’ loyalty.
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Battumur Gerelmaa,김원종 한국인터넷전자상거래학회 2022 인터넷전자상거래연구 Vol.22 No.2
Delivery services are a highly competitive field under e-commerce pressure. This paper used Delone and McLean's information system success model to evaluate the impact of e-service quality and e-trust on the e-reuse intention of web site-based delivery services in Mongolia. The Mongolian postal services have changed their policies, resulting in a change in competition and monopoly. The rapid development of the Mongolian Delivery service sector has introduced a competitive environment to competitive services and provided new ideas for express service to understand the customer. Two hundred and ninety-nine customers with experience were surveyed and data was collected with the help of the SPSS 21.0 and AMOS 20.0 statistical packages. In this study, four components of e-service quality constructs (including accessibility, interactivity, ease of use and responsiveness) of e-delivery service have been found to have influenced e-trust, but usefulness has no significant effect on e-trust. Moreover, accessibility and responsiveness (both elements of e-service quality) have been proven to affect e-satisfaction, although ease of use, usefulness, and interaction do not. E-trust has a strong influence on perceived fulfillment and e-reuse expectations. E-satisfaction and e-reuse intention both have a strong effect on E-WOM.
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