物流服务质量影响因素与顾客忠诚度

The Practical Research on the Influencing Factors of Logistic Service Quality and Customer Loyalty

物流服务是现代服务业的一个重要组成部分,物流服务质量对提升企业竞争力具有重大影响。影响物流服务质量的因素主要有信息能力、配送能力、售前售后服务能力、匹配能力和创新能力。其中,售前售后服务能力、信息能力、配送能力对物流顾客感知满意度的影响具有显著性,匹配能力和创新能力对顾客感知满意度的影响较为显著。顾客感知满意度显著影响顾客的忠诚度,并且两者之间存在较大的路径系数。

Logistic service is one of the most important components of modern service industry; logistic service quality is of great significance for the improvement of enterprises＇ competitiveness. The influencing factors of logistics service quality include the capacity for information, distribution, pre- and after-sale service, matching and innovation. Among all these capacities, the capacity for information, pre- and after-sale service and distribution can have the most obvious influence on customer perceived satisfaction; and the capacity for matching and innovation have obvious influence on customer perceived satisfaction. Customer perceived satisfaction have obvious influence on customer loyalty; and there is a bigger path coefficient between them.