122.1.1.The concept of e-commerce platforms...122.1.2.The concept of Delivery service on e-commerceplatforms...142.1.3.The concept of Customer satisfaction and its significancein Shippin
BỘ TÀI CHÍNH TRƯỜNG ĐẠI HỌC TÀI CHÍNH – MARKETING -❀ - BÁO CÁO TỔNG KẾT ĐỀ TÀI NGHIÊN CỨU KHOA HỌC CỦA SINH VIÊN THE IMPACT OF DELIVERY EXPERIENCE ON CUSTOMER SATISFACTION WHEN SHOPPING ONLINE DURING THE COVID-19 PANDEMIC IN VIETNAM TP HCM, Tháng năm 2022 BỘ TÀI CHÍNH TRƯỜNG ĐẠI HỌC TÀI CHÍNH – MARKETING -❀ - BÁO CÁO TỔNG KẾT ĐỀ TÀI NGHIÊN CỨU KHOA HỌC CỦA SINH VIÊN THE IMPACT OF DELIVERY EXPERIENCE ON CUSTOMER SATISFACTION WHEN SHOPPING ONLINE DURING THE COVID-19 PANDEMIC IN VIETNAM Người hướng dẫn: TS Tô Anh Thơ Sinh viên thực hiện: Nguyễn Hoàng Phương Linh Bùi Thị Nhật Phượng Ngô Đặng Mai Khanh Lê Vy TP HCM, Tháng năm 2022 TABLE OF CONTENT ABSTRACT CHAPTER 1: INTRODUCTION OF THE RESEARCH TOPIC .2 1.1 Introduction of Delivery Service 1.2 The reason for choosing the topic 1.3 The overall scope of the topic 1.4 Research methodology 1.5 Significant of study and the urgency of the subject .9 1.6 Contribution of the research and method of transferring research results 10 1.7 Structure of study 11 CHAPTER 2: LITERATURE REVIEW AND HYPOTHESIS DEVELOPMENT .12 2.1 Theoretical background and conceptual framework 12 2.1.1 The concept of e-commerce platforms 12 2.1.2 The concept of Delivery service on e-commerce platforms 14 2.1.3 The concept of Customer satisfaction and its significance in Shipping services 15 I 2.2 The situation of delivery service on e-commerce platforms in Vietnam 17 2.2.1 Before the Covid – 19 pandemics 17 2.2.2 During the Covid – 19 pandemics 18 2.2.3 Current situation (2021 – 2022) 20 2.3 Previous research 22 2.4 Foundation theory and development of research conceptual model 28 2.4.1 Shipment tracking and customer satisfaction .28 2.4.2 Delivery speed and customer satisfaction 29 2.4.3 Shipping fee and customer satisfaction 29 2.4.4 Order accuracy and condition and customer satisfaction 30 2.4.5 Delivery staff quality and customer satisfaction 31 CHAPTER 3: RESEARCH METHODOLODY 33 3.1 Research type 33 3.1.1 Exploratory research 33 3.1.2 Descriptive research 34 3.2 Research strategy 35 Survey 36 3.3 Quantitation approach 37 3.3.1 Sampling design 37 3.3.1 Measurement scale .38 II Document contin Discover more from: Nghiên cứu khoa học NCKH01 Trường Đại học Tài -… 81 documents Go to course [123doc] - nghien-cuu-nhu to-anh-huong-den-quyet 112 Tran Nguyen Minh Hai - ufm 22 Correctional Administratio Criminology English - huhu 10 Led hiển thị Preparing Vocabulary FOR 10 Led hiển thị 20 ĐỀ THI THỬ TỐT NGHIỆ NĂM 2021 MÔN TIẾNG ANH 160 an ninh mạng 3.3.2 Data collection .39 3.3.3 Questionnaires: 40 III CHAPTER 4: RESULTS AND DISCUSSION 43 4.1 Sample structure and characteristics 44 4.2 Evaluation of measurement model 46 4.2.1 The assessment of indicator reliability 46 4.2.2 Evaluation of Cronbach’s alpha and composite reliability 48 4.2.3 The assessment of convergent validity: AVE .49 4.2.4 Discriminant validity 50 4.3 Evaluation of the research structure’s model 52 4.3.1 The assessment of R Square and Q Square 53 4.3.1 The assessment of path coefficient 54 CHAPTER 5: CONCLUSION .57 5.1 Theoretical and practical implications 57 5.2 Limitation and future research .59 5.3 Some recommendations and suggestions 60 REFERENCES 62 IV LIST OF FIGURES Figure 1: Connceptual Model .31 Figure 2: The results of the structural model 52 LIST OF TABLES Table 1: Delivery factors influencing customer satisfaction 22 Table 2: Research Hypothesis summary .32 Table 3: Variables and items of the conceptual model - measuring instrument 40 Table 4: Descriptive statistics of respondents .45 Table 5: Outer Loadings 46 Table 6: Cronbach’s alpha and composite reliability 48 Table 7: Convergent validity: AVE .49 Table 8: Fornell-Larcker evaluation .50 Table 9: Evaluation of HTMT Ratio .51 Table 10: R Square and Q Square .53 Table 11: Path coefficient 54 V