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- Tác giả: Đỗ Lê Nghi Dung
- Thông tin XB: TP. HCM: Trường Đại học Ngoại thương, 2026
- Mô tả vật lý: 126 p.
- Tóm tắt: This study employs Expectation Confirmation Theory (ECT) and the S-O-R model to investigate the impact of Logistics Service Quality (LSQ) on the satisfaction and loyalty of Generation Z consumers. The PLS-SEM analysis reveals that all five LSQ dimensions (Timeliness, Order Accuracy, Information Quality, Shipping Cost, Payment Method) significantly influence satisfaction, with Information Quality identified as the sole factor directly driving customer loyalty. The research concludes that operational ...
- Từ khóa: Generation Z; Customer Loyalty; Customer Satisfaction; Logistics Service Quality (LSQ)
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