摘要
探究电子商务环境下,影响顾客忠诚度的物流服务因素。构建"物流服务质量—顾客忠诚"模型,并将物流服务质量分为物流配送质量,人员服务质量,信息交互质量,应急处理质量四维度。运用结构方程模型,通过信效度检验,拟合度和路径分析,结果表明:物流服务质量对顾客满意有直接正向影响;经验性因素对顾客信任有直接正向影响;物流服务质量通过顾客信任和顾客满意间接影响顾客忠诚;物流服务质量对顾客忠诚度的影响效果值偏小。
This paper investigate the logistics services factors that affect customer loyalty on E-commerce. By building the logistics service quality - customer loyalty model, the logistics service quality is divided into four parts:logistics distribution quality, staff service quality, information quality, emergency treatment quality. Ac-cording to the results obtained from structual equation model, reliability analysis and path analysis, it is found that logistics service quality has a directly positive effect on customer satisfaction. Empirical factors have a direct positive effect on customer trust. Logistics service quality have an indirect affect customer loyalty through customer trust and satisfaction. The overall impact of logistics service quality on customer loyalty is small.
出处
《铁道科学与工程学报》
CAS
CSCD
北大核心
2016年第10期2077-2084,共8页
Journal of Railway Science and Engineering
基金
2015年度湖南省哲学社会科学基金资助项目(15YBA389)
湖南省教育厅科学研究优秀青年资助项目(166284)
关键词
物流服务质量
顾客忠诚
结构方程模型
电子商务企业
logistics services quality
customer loyalty
structural equation model
E-commerce enterprise