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Journal of Business and Management Sciences. 2023, 11(1), 83-89
DOI: 10.12691/JBMS-11-1-6
Original Research

Research on the Relationship between Service Quality and Customer Loyalty for Fresh Food E-commerce in the Background of New Retail

Zhenfang Zhang1, and Honghai Liang1

1School of Economics and Management, Shanxi University, Taiyuan, China

Pub. Date: March 02, 2023

Cite this paper

Zhenfang Zhang and Honghai Liang. Research on the Relationship between Service Quality and Customer Loyalty for Fresh Food E-commerce in the Background of New Retail. Journal of Business and Management Sciences. 2023; 11(1):83-89. doi: 10.12691/JBMS-11-1-6

Abstract

In the context of new retailing, fresh food e-commerce is increasingly blending with online and offline channels. Given the perishable and time-sensitive nature of these products, service quality has emerged as a key factor for competitive advantage and long-term growth. Using the SOR and PPM models, this study builds a relationship model between service quality and customer loyalty in fresh food e-commerce. Drawing on 516 valid questionnaires and structural equation modeling, the analysis offers recommendations for retailers to enhance service quality, user engagement, and competitiveness.

Keywords

new retailing, service quality, customer satisfaction, customer loyalty

Copyright

Creative CommonsThis work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

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