臺灣博碩士論文加值系統

本研究通過期望不符理論的視角，探討物流服務質量對顧客滿意度的影響，以及其對再購意願的影響，並考察忠誠度在印尼電子商務中的調節作用。研究利用定量研究方法，通過Google表單進行線上問卷調查，收集顧客對物流服務質量、期望不符、滿意度、忠誠度及其對再購意願影響的感知經驗。研究使用SmartPLS軟體和IBM SPSS統計軟體進行偏最小平方法模型（PLS-SEM）分析。研究結果支持假設，即人員質量、信息質量、訂單質量和及時性等所有物流服務質量構面都顯著直接影響顧客滿意度。然而，在應用期望不符理論後，僅人員質量和及時性與顧客滿意度之間的關係被強化，而信息質量和訂單質量則沒有。此外，顧客滿意度顯著影響再購意願，並且忠誠度作為調節變量在本研究中也被強化。本研究將有助於電子商務平台通過最大化物流服務質量來滿足顧客期望，從而獲得更多競爭優勢。

This study examines the impact of logistics service quality on customer satisfaction through the disconfirmation lens and its impact on the repurchase intention with the moderating effect of loyalty in Indonesia e-commerce. Utilizing quantitative research by conducting online surveys collected through Google form on customers' perceived experience with logistics service quality, disconfirmation, satisfaction, loyalty, and its impact on repurchase intention. This research used a partial square equation model (PLS-SEM) using SmartPLS software and IBM SPSS statistics. The findings support the hypotheses that all the LSQ constructs, such as personnel quality, information quality, order quality, and timeliness, have a direct impact on customer satisfaction significantly. However, after applying the expectation-disconfirmation theory lens, only the relationship between personnel quality, timeliness, and customer satisfaction is intensified; meanwhile, information quality and order quality were not. Moreover, customer satisfaction has significantly impacted repurchase intention, and loyalty is also intensified by loyalty as the moderator variable in this research. This research would benefit e-commerce platforms to gain more competitive advantages by maximizing logistics service quality to fulfill customers’ expectations.

Title Page i
Letter of Approval ii
Abstract in Chinese iii
Abstract in English iv
Acknowledgement v
Table of Contents vi
List of Tables viii
List of Figures ix
Chapter 1 Introduction 1
1.1 Research background 1
1.2 Research motivation 3
1.3 Research objectives 5
1.4 Research contributions 6
Chapter 2 Literature Review 7
2.1 Logistics Service Quality 7
2.2 Expectation-Disconfirmation Theory 8
2.3 Customer Satisfaction 9
2.4 Loyalty 10
2.5 Repurchase Intention 11
2.6 Hypotheses Development 12
2.6.1 Logistics service quality and customer satisfaction 12
2.6.2 Customer satisfaction and repurchase intention 14
Chapter 3 Research Methodology 16
3.1 Research Framework and Hypotheses 16
3.2 Research Methodology 17
3.3 Participants 18
3.4 Research Procedure 18
Chapter 4 Data Analysis and Results 21
4.1 Descriptive statistics 21
4.2 Reliability and Validity Analysis 22
4.3 Discriminant Validity 25
4.4 Structural Model 26
4.5 Hypothesis Test 28
Chapter 5 Discussion and Conclusion 31
5.1 Discussion 31
5.1.1 Logistics service quality, customer satisfaction, and repurchase intention 32
5.1.2 Moderating effect of disconfirmation between LSQ constructs and customer satisfaction 35
5.1.3 Moderating effect of loyalty between customer satisfaction and repurchase intention 36
5.2 Contributions 37
5.3 Managerial implications 38
5.4 Limitations and suggestions to future research 40
References 42
Appendix 56

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