Abstract
The purpose of this study was to investigate the crucial factors, namely service quality and service convenience, that lead to customer loyalty in the home delivery (HD) industry in Taiwan. An investigation of customer loyalty in the HD industry was conducted, with a total of 426 effective questionnaires collected. After validating the measurement scales, empirical analyses were conducted using structural equation modelling (SEM). The results confirm that service quality and service convenience both correlate positively with customer loyalty in the HD industry. In a mature market such as that of Taiwan, it is of great importance for home delivery service (HDS) providers to understand the nature of the drivers of customer loyalty. The current study presents findings useful to managers of HDS providers in their efforts to develop and implement successful customer loyalty strategies.
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