Investigating Website Quality in e-Delivery Service in Mongolia to Validate Delone and McLean’s Approach

Abstract

Delivery services are a highly competitive field under e-commerce pressure. This paper used Delone and McLean's information system success model to evaluate the impact of e-service quality and e-trust on the e-reuse intention of web site-based delivery services in Mongolia. The Mongolian postal services have changed their policies, resulting in a change in competition and monopoly. The rapid development of the Mongolian Delivery service sector has introduced a competitive environment to competitive services and provided new ideas for express service to understand the customer. Two hundred and ninety-nine customers with experience were surveyed and data was collected with the help of the SPSS 21.0 and AMOS 20.0 statistical packages. In this study, four components of e-service quality constructs (including accessibility, interactivity, ease of use and responsiveness) of e-delivery service have been found to have influenced e-trust, but usefulness has no significant effect on e-trust. Moreover, accessibility and responsiveness (both elements of e-service quality) have been proven to affect e-satisfaction, although ease of use, usefulness, and interaction do not. E-trust has a strong influence on perceived fulfillment and e-reuse expectations. E-satisfaction and e-reuse intention both have a strong effect on E-WOM.