Customer satisfaction indicators in transportation and distribution factors of online shopping company

Figures & data

Table 1. Customer satisfaction indicators in transportation and distribution of shopping online

Domain/Smart port indicators	Reference
	Mentzer et al. (1989).	Morganosky and Cude (2000).	Shun & Hua. (2018).	Yu (2010).	Chang & Wang (2011).	Lim and Shiode (2011).	Chiang (2012).	Sreeram et al. (2017).	Kumar and Kashyap (2018).	Zissis et al. (2018).	Khan et al. (2019).	Zheng et al. (2020).	Yu et al. (2020).	Liu et al. (2020)	Liu et al. (2021)
1. Product delivery is fast and punctual.			x	x	x	x	x
2. Product arrival at the scheduled time			x	x		x
3. Excha9nged Product on delivery	x	x	x	x										x
4. Product correct delivery	x	x	x	x	x				x		x			x
5. Product good packaging delivery			x	x	x	x				x
6. Customer information safety on delivery	x	x	x	x	x	x	x	x			x	x	x
7. Arrange Product a delivery time	x	x
8. Picking up products and delivering door to door	x	x	x								x
9. Convenience of return product delivery	x	x							x	x					x
10. Carrier personality on delivery	x	x		x						x	x				x
11. Informing customers before delivery	x	x										x
12. Extra services delivery			x	x	x	x
13. Follow-up delivery on customer requests			x	x	x	x							x
14. Product tracking on delivery			x	x	x								x	x
15. The last communication to the customer on delivery	x	x	x	x						x

Figure 1. First-order factor measurement model for customer satisfaction in transportation and distribution.

Table 2. The results of Kaiser-Meyer-Olkin statistic (KMO) and p-value

Kaiser-Meyer-Olkin Measure of Sampling Adequacy	0.932
p-value	0.000

Table 3. The results of variance and cumulative percentage of factors

Factors	% of variance	Cumulative %
1	36.338	36.338
2	36.121	72.458
3	26.887	99.345

Table 4. The results of loadings of indicators of three factors

Indicators	Loadings
	Factor1	Factor2	Factor3
Product delivery fast and punctual (PD1)	0.942	0.200	0.259
Product arrival at the scheduled time (PD2)	0.755	0.291	0.585
Product correct delivery (PD3)	0.943	0.214	0.252
Product good packaging delivery (PTD4)	0.730	0.299	0.613
Carrier personality on delivery (PD5)	0.920	0.266	0.284
Follow-up delivery on customer requests (PD6)	0.654	0.552	0.502
Exchanged Product on delivery (CS1)	0.265	0.833	0.478
Customer information safety on delivery (CS2)	0.364	0.729	0.576
Arrange product delivery time (CS3)	0.626	0.660	0.405
The Convenience of return product delivery (CS4)	0.125	0.951	0.278
Extra services delivery (CS5)	0.242	0.946	0.154
The last communication to the customer on delivery (CS6)	0.320	0.885	0.318
Picking up products delivering door to door (CC1)	0.419	0.469	0.776
Informing customers before delivery (CC2)	0.396	0.393	0.829
Product tracking on delivery (CC3)	0.441	0.408	0.798

Figure 2. Customer satisfaction in transportation and distribution management.

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