000			02333nam a22002537a 4500
005			20250109135328.0
008			250109b ph ||||| |||| 00| 0 eng d
022			_a2945-3038
040			_cOCT
100			_aDemingoy, Krizian Ann A.
245			_aExploring online delivery services among selected providers toward a proposed online business service quality mechanism / _cDemingoy, Krizian Ann A., Griño, Roneth O., Maravilla, Rosa Mae T., Oña, Ronald T., Rodis, Jesson P., Tolentino, Rochelle C.
300			_aVol 2 (1) pages 57-78 : _billustrations ;
500			_aI. ABSTRACT In this study, we focus on how the factors of online delivery services affect customer satisfaction and how customers select product delivery service providers to ensure timely and efficient delivery to them. Based on the Asset-Process-Performance framework, we propose a triadic model that includes e-retailers, delivery service providers, and customers to achieve synergy and customer satisfaction in the era of the IoT (Internet of Things). Substantive selective criteria should include consideration of the service provider's hard and soft infrastructure. In addition, flexibility is a critical criterion that will strengthen the relationship between e-retailers and delivery service providers to improve the competitiveness of service providers and satisfy the customers. We validate the model using data from 50 respondents and 6 participants within Cavite. Our results indicate that hard and soft infrastructures positively influence flexibility, which in turn has a positive impact on customer satisfaction. Indeed, flexibility fully mediates the relationship between hard and soft infrastructures and customer satisfaction. Our triadic model is one of the first attempts at providing product delivery service provider selection and its influence on customer satisfaction. Our findings provide guidelines for e-retailers and product delivery service providers to improve competitiveness.
650			_aProduct delivery service provider
650			_ae-commerce
650			_acustomer satisfaction
650			_atriads
700			_aGriño, Roneth O.
700			_aMaravilla, Rosa Mae T.
700			_aOña, Ronald T.
700			_a Rodis, Jesson P.
700			_aTolentino, Rochelle C.
942			_2ddc _cCR _n0
999			_c10074 _d10074