基于信息技术的物流服务质量影响因素的实证研究

Empirical Research on Influential Factors of Logistic Service Quality Based on Information Technology

文章提出了物流服务质量与供应商承诺和客户忠诚度之间存在相关性,然后分别从企业对企业和企业对消费者两个方面进行实证调研,将主成分分析和方差极大旋转相结合,旨在分析主供应商承诺和客户忠诚度对供应商的物流服务质量的影响效果,并检验信息技术在物流服务质量、供应商承诺、客户忠诚度之间的调节作用,结果表明物流服务质量、承诺、忠诚度之间的关系受到信息技术应用的影响。

The paper proposes that the logistics service quality has correlation with commitments and customer loyalty and does the empirical research respectively from business to business and business to consumer and aims to analyze the influence on commitments and customer loyalty for logistics service quality.The paper tests the regulation of information technology for the relation among logistic service quality,commitments and customer loyalty.The result reveals that the information technology could affect the relation among logistic service quality,commitments and customer loyalty.