电子商务环境下物流服务质量对顾客感知价值影响研究

Logistics Service Quality and Its Impact on Customer Perceived Value Under the E-Commerce Environment

电子商务环境下,物流是企业交易成功与否的重要因素,顾客与物流企业在交互过程中的主观感知,对物流企业以及电商企业的认知有着重要的影响。LSQ-CPV模型的实证研究表明,物流服务质量不仅正向影响顾客对物流服务商的感知价值,而且正向影响顾客对电商企业的感知价值,同时,顾客对物流服务商的感知价值正向影响顾客对电商企业的感知价值。

Under the e - commerce environment,logistics is an important factor of business transaction, tn the interactive process, subjective perception between the customer and the logistics enterprise, has an impor- tant influence on the cognitive for the business enterprise and logistics enterprises. LSQ - CPV model empiri- cal analysis show that, the logistics service quality is not only a positive impact on customer perceived value of logistics service providers, and a positive impact on customer perceived value of the business enterprise. At the same time, customer perceived value of logistics service providers has a positive effect on customer perceived value of the business enterprise.