Empirical study on the impact of third-party logistics service quality on customer loyalty

doi:10.3969/j.issn.0253-2778.2017.06.009

Abstract

Abstract: Third-party logistics tends to make direct contact with customers on behalf of e-commerce business when the logistics is outsourced, and the quality of its service is thus of great importance to study impacts on customer loyalty. A logistics service quality-customer loyalty model (LSQ-CL model) was built to measure the impacts of third-party logistics on customer loyalty. Using the structural equation model, data from 459 third-party logistics users was used to conduct a confirmatory factor analysis. The results show that operational service quality, relational service quality and cost quality all have significant positive impacts on customer satisfaction, among which operational service quality is the most influential, followed by relationship service quality, and cost quality has the least impact. Relational service quality has significant positive impacts both on operational service quality and cost quality. Customer satisfaction has a significant impact on customer loyalty, and there is a large path coefficient between them.

Key words: logistics service quality, customer loyalty, customer satisfaction, third-party logistics, structural equation model

CLC Number:

F253

YUAN Wei, Fan Jin, ZHAO Dingtao, ZHANG Minxian. Empirical study on the impact of third-party logistics service quality on customer loyalty[J]. Journal of University of Science and Technology of China, 2017, 47(6): 508-513.

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