Research on the Relationship Between the Logistics Service Quality and Customer Loyalty in C2C E-commerce

نویسندگان

  • Xiaofang Yuan
  • Lin Shi
  • Hongxia Li
چکیده

For the special relationship between logistics service quality and customer loyalty under the environment of C2C, on the basis of the three dimensions of Operation Logistics Service Quality, Relationship Logistics Service Quality and Cost Logistics Service Quality, the paper analyzed the relationship between customer satisfaction for third-party logistics service quality and customer loyalty for seller of C2C. The research shows that Relationship Logistics Service Quality and Cost Logistics Service Quality directly affects the customer satisfaction for the third-party logistics services, while Operation Logistics Service Quality does not, and Relationship Logistics Service Quality also affects the evaluation of Operation Logistics Service Quality and Cost Logistics Service Quality; Customer satisfaction directly affects customer loyalty to sellers with the third-party logistics service quality, so sellers need to choose the higher level logistics service providers in Operation Logistics Service Quality, Relationship Logistics Service Quality and Cost Logistics Service Quality in order to ensure the quality of customer loyalty.

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تاریخ انتشار 2014