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- Tác giả: Nguyễn Đoàn Mỹ Uyên
- Thông tin XB: TP Hồ Chí Minh: Trường Đại học Ngoại thương, 2024
- Mô tả vật lý: 115 p.
- Tóm tắt: This thesis investigates how reverse logistics service quality impacts customer satisfaction in Vietnam's e-commerce sector. By utilizing the SERVPERF model, the study examines five dimensions: tangibility, empathy, assurance, reliability, and responsiveness, alongside information availability. The research findings indicate that these dimensions significantly affect customer satisfaction, with responsiveness and information availability being the most influential factors. The study offers recommendations ...
- Từ khóa: Reverse logistics; Customer satisfaction; SERVPERF model; E-commerce in Vietnam
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