第三方物流企业客户忠诚的驱动因素及其作用机理研究

To Study on Driving Factors of Customer Loyalty and Its Acting Mechanism in the Third-party Logistics Enterprises

第三方物流作为新兴的物流管理模式,成为理论界和实践界广泛关注的问题之一。但服务意识缺位、缺乏完善的服务指标、信息化服务能力薄弱等因素导致第三方物流企业客户忠诚度较低,极大地阻碍了第三方物流企业发展。在分析第三方物流企业发展现状和特征基础上,提出驱动第三方物流企业客户忠诚主要因素:客户感知价值、客户满意、转换成本和相关环境因素,运用层次分析法测度这些因素对第三方物流企业客户忠诚的作用机理。最后,通过案例验证其可行性和有效性。

Third-party logistics,as a new model of logistics management,that it is one of the most widely studied areas by researchers and one of the most widely implemented marketing initiatives by practitioners. However, due to lack awareness of services, lack of indicators of the quality of services, weak capacity of information services, such factors greatly hinder the healthy growth of the industry ,leading third-party logistics companies lower customer loyalty. In this paper,on the basis of third-party logistics enterprises and the characteristics,concluding the main factors of the third-party logistics enterprises to drive customer loyalty,including customer perceived value,satisfaction,shifting-costs and environmental factors. Then,use AHP measures these factors and the mechanism of them in the third-party logistics enterprises in the role of customer loyalty. Finally,validate its feasibility and effectiveness by the application of case studies.