物流服务质量影响因素与顾客忠诚度

物流服务是现代服务业的一个重要组成部分,物流服务质量对提升企业竞争力具有重大影响。影响物流服务质量的因素主要有信息能力、配送能力、售前售后服务能力、匹配能力和创新能力。其中,售前售后服务能力、信息能力、配送能力对物流顾客感知满意度的影响具有显著性,匹配能力和创新能力对顾客感知满意度的影响较为显著。顾客感知满意度显著影响顾客的忠诚度,并且两者之间存在较大的路径系数。

The Practical Research on the Influencing Factors of Logistic Service Quality and Customer Loyalty

Logistic service is one of the most important components of modern service industry;logistic service quality is of great significance for the improvement of enterprises’ competitiveness.The influencing factors of logistics service quality include the capacity for information,distribution,pre-and after-sale service,matching and innovation.Among all these capacities,the capacity for information,pre-and after-sale service and distribution can have the most obvious influence on customer perceived satisfaction;and the capacity for matching and innovation have obvious influence on customer perceived satisfaction.Customer perceived satisfaction have obvious influence on customer loyalty;and there is a bigger path coefficient between them.