物流服务质量对电子商务企业顾客忠诚度影响研究

摘要

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.%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。