快递行业外文文献翻译Word文档格式.docx

快递行业外文文献翻译Word文档格式.docx

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文献作者：

SSetiyawati，BHaryanto

文献出处：

《SocialScienceElectronicPublishing》,2016,3

（2）:

56-81

字数统计：

英文2718单词，15832字符；

中文4805汉字

外文文献：

WhyCustomersIntendtoUseExpressDeliveryServices

AbstractTheaimofthisresearchwastobetterunderstandtheeffectsofproductsquality,pricereasonableness,brandimage,andattitudetowardscustomer’sintention.Thisresearchwasguidedbyfourresearchquestions:

Whatproductqualityhasapositiveinfluenceonexpressdeliveryservicesapositiveattitude?

Whatpricereasonablenesspositiveinfluenceonattitudetouseexpressdeliveryservices?

Whatpositiveeffectonbrandimageexpressesdeliveryservices?

Whatpositiveattitudeinfluenceonintentiontouseexpressdeliveryservices?

Themethodologyemployedwassurveyof100customersplusin-depthinterviewswithcourierserviceoperators.InterviewsandsurveywereconductedfromAugusttoOctober2015.ThisresearchwasusedSEMtechniquesfordataanalyze.Theresultsconfirmedtherewasnorelationshipbetweenproductsquality,pricereasonablenessandattitude.Furthermore,brandimagehasinfluenceattitude.Themediatingroleeffectsofcostumer’sattitudeforproductquality,pricereasonablenessandbrandimagetowardscustomer’sintentionoffernewinsightintoantecedentsoncostumer’sintentioninahighinfluence.Thisstudypresentsanoriginalcontributiontounderstandingbrandimageeffectanditsattributeseitherdirectlyorthroughattitudetowardscustomer’sintentionisdetermine.

Keywords:

ProductQuality,PriceReasonableness,BrandImage,Attitude,Customer’sIntention

1.Introduction

Competitiveadvantageislikelytodependonmarketorientation,whichmeansfostersbehaviorsthatleadtocustomer’sperceptionofsuperiorvalue.Marketorientationimpliestocustomer’sneedsanddeliveringsolutionsandservicesthatmeetcustomer’sneeds,whichindicatescustomerorientation.Thephenomenonofattitudeandintentiontouseexpressdeliveryservicepartoforientationtothecustomersisaninterestingissuetobestudied.Previousstudiesshowinconsistencyattitudesandintentionsmodelsrelatingtoexpressdeliveryservices（Li&

Petrick,2008）.Thisisdueeachstudyisbasedontheobjectanddifferentsettings.Theseconditionsprovideopportunitiestodesignanalternativemodelcapableofelaboratingphenomenontobeobserved.

Thealternativemodelisbuiltbasedonfivevariables:

productsquality,pricereasonableness,brandimage,andattitudeswhichexplainitsinfluenceonintentiontouseexpressdeliveryservices.Thus,predictionmodelsofindividualbehaviorintentioncanbeexplainedasfollows:

Productqualityneedstobeexaminedbecausethesevariableseffectivelytoinfluencecustomerattitude（Stanketal.,2003;

Richeyetal.,2007;

Rafid&

Jaafar,2007）.However,differentfindingsoninfluencecustomerbehaviorandproductqualityservicesperformedbyMentzeretal.（2001）indicatingcustomerperceptionsaboutproductqualityisveryrelativeandchangeablenaturebecauseofindividualpsychologicalinfluence.

1.1.ProblemStatement

Conceptualizationofvariablestobestudied,namely:

productquality,pricereasonableness,brandimageandattitudeinfluenceintentiontouseexpressdeliveryservices.Toencouragepracticesthisstudyaddressesthefollowingquestions:

Isproductqualityhasapositiveinfluenceonexpressdeliveryservicesapositiveattitude?

Whatpositiveeffectsonbrandimageexpressdeliveryservices?

1.2.ResearchObjectives

Thegeneralpurposeofthisstudyistolookattheeffectofproductquality,pricereasonableness,brandimageandattitudeinfluenceonintention.Especially,thisstudyaimstofigureproductqualityhasapositiveinfluenceonattitude;

pricereasonablenesspositiveinfluenceattitude;

brandimagepositiveinfluenceattitude;

andattitudepositiveeffectonthecustomers’intenttouseexpressdeliveryservices.

1.3.ResearchContributions

Thecontributionofthisstudyistoofferanewapproachthatismorecomprehensive,namelyelaboratedimensionsofproductquality,brandimage,pricereasonableness,andattitudetoassesstheextentofitssignificancetocustomer’sintenttouseexpressdeliveryservices;

contributetothescienceofmanagement.Especiallytounderstandtheeffectofproductquality,pricereasonableness,brandimage,attitudetoassesstheextentitssignificancetocustomer’sintentonexpressdeliveryservices.Then,showmainfactorsthatexplainhighestvariationincustomer’sintentonexpressdeliveryservicescompanywillhelppolicymakerstoreformcorporatemarketingservicesignificantlyandqualified;

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