The Evaluation of Customer Satisfaction with the Third Party Logistics Service Quality for Online Shopping

摘要

Low logistics service quality is a key factor restricting the development of e-commerce. In order to improve customer satisfaction, this paper establishes an index system to evaluate customer satisfaction with the third party logistics service quality, and design the questionnaire according to the evaluation index. With the original data, we construct four quadrants with the dimensions of satisfaction and importance to analyze the reliability and validity of third-party logistics service. The results show that logistics service speed is the most important determinant of customer satisfaction and that the importance of risk perception is the lowest. Moreover, the accuracy of a service rate is satisfied at the highest level and the integrity of goods is satisfied at the lowest degree. This paper contributes by designing the specific measures and uncovering the determinants to improve the satisfaction of logistics service for online shopping.