物流服务质量与网购消费者忠诚度的关系研究

基于对国内外传统及基于虚拟环境下的服务质量研究分析，指出了物流服务质量具备多维性和主观性的特点。互联网作为一个全新的消费环境，很可能会导致消费者在物流服务质量感知的内涵上发生变化。因此，对该研究来说，更重要的是从消费者中获取有价值的信息。文中引入电子商务环境下消费者感知物流服务质量的概念，研究其内在构成及相互间关系，进而探讨其对客户忠诚的影响，进行了实例分析验证。

The Relationship Between Logistics Service Quality and Online Customer Loyalty

Base on the introducing and analyzing the service quality both in traditional and visual environment at home and abroad, it points out that the logistics service quality is characterized by multidimensional and subjective. As a brand new consumption environment,the internet would change the content of consumer aware about the logistics service quality. For this review, it is important to seek valuable information from consumers. In addition, the research on logistics service quality at home and abroad draws on the research results from service quality mostly. According that, this review introduce the notion of logistics service quality from consumers perceptions, study its internal composition and the relationship among which, discussing its impact on the customer loyalty.