第三方物流服务质量对顾客忠诚影响的实证研究

Empirical study on the impact of third-party logistics service quality on customer loyalty

物流业务外包后,第三方物流代替电商企业与顾客进行直接接触,其服务质量是否会对顾客忠诚造成影响至关重要.构建第三方物流服务质量对顾客忠诚影响的理论模型(LSQ-CL模型),使用结构方程模型对459个第三方物流使用者数据进行验证性因子分析,研究表明运作质量、关系质量和成本质量均对顾客满意度有显著正向影响,其中运作质量影响最大,其次是关系质量,成本质量影响很小.关系质量对运作质量和成本质量均有显著正向影响,顾客满意度显著影响着顾客忠诚,且路径系数较大.

Third-party logistics tends to make direct contact with customers on behalf of e-commerce business when the logistics is outsourced,and the quality of its service is thus of great importance to study impacts on customer loyalty.A logistics service quality-customer loyalty model（LSQ-CL model）was built to measure the impacts of third-party logistics on customer loyalty.Using the structural equation model,data from 459third-party logistics users was used to conduct a confirmatory factor analysis.The results show that operational service quality,relational service quality and cost quality all have significant positive impacts on customer satisfaction,among which operational service quality is the most influential,followed by relationship service quality,and cost quality has the least impact.Relational service quality has significant positive impacts both on operational service quality and cost quality.Customer satisfaction has a significant impact on customer loyalty,and there is a large path coefficient between them.