建材行业物流服务质量对顾客忠诚影响的实证研究

Empirical Study on How Logistics Service of Building Material Sector Influences Customer Loyalty

目前,国内学术界对建材行业物流服务质量的研究相对较少,更缺乏一套科学的、合理的评价指标体系。结合国内有关大型施工企业的现状以及当前建材市场的交易情形,通过问卷调查获得了247位建材行业工程采购管理人员的相关数据。分析结果发现,影响建材物流服务质量的主要因素为:建材商家诚信、突发状况处理措施、产品信息更新及时性以及退换货手续的方便性。此外,建材行业物流服务质量不仅对顾客忠诚具有直接影响,还通过顾客满意为中介,间接影响顾客忠诚。研究结论为建材行业改善物流服务质量,提升顾客满意度提供了依据。

At present,the research on the logistics service quality of the building material sector is rarely seen in Chinese domestic academia and it lacks a set of scientific and rational evaluation indicator system.Based on the current situation of domestic large-scale construction enterprises and the transaction of the building materials in the market,a questionnaire survey is made of 247 building material procurement managers to obtain the relevant data,The data analysis results show that the main factors that affect the logistics service quality include the integrity of building materials merchants,emergency responses,the timeliness of updating product information and the convenience of product return and exchange.In addition,the logistics service of the building material sector not only has a direct influence on customer loyalty,but also indirectly affects customer loyalty through customer satisfaction as mediator.The research provides basis for the building materials sector to improve its logistics service quality and enhance customer satisfaction.