3PL服务质量与C2C顾客满意度的实证研究

科研管理 ›› 2011, Vol. 32 ›› Issue (8): 119-126.

3PL服务质量与C2C顾客满意度的实证研究

叶作亮¹, 蔡丽¹, 叶振华^1,2, 代丽³

1. 西南财经大学工商管理学院,四川成都 610074;
2. 宝洁(中国)有限公司,广东广州 510620;
3. 中国石油四川销售分公司,四川成都 610000

收稿日期:2010-11-26 修回日期:2011-04-11 出版日期:2011-08-27 发布日期:2011-08-12
作者简介:叶作亮(1975-),男,四川成都人,博士,主要从事工业工程,供应链管理、复杂网络等方面研究。
基金资助:
70801050, 2009.1 - 20011.12; 国家863计划项目:2007AA04Z101, 2008.1- 2009.12;教育部人文社科项目: 07JC630018, 2007.1- 2010.12; 西南财经大学校211工程三期项目资助。

Third party logistics service quality and its impact on customer satisfaction of C2C

Ye Zuoliang¹, Cai Li¹, Ye Zhenhua^1,2, Dai Li³

1. School of Business Administration, Southwest University of Finance and Economics, Chengdu 610074, China;
2. Procter & Gamble(China)Co. Ltd., Guangzhou 510620, China;
3. Sichuan Marking Company, China Petroleum, Chengdu 610000, China

Received:2010-11-26 Revised:2011-04-11 Online:2011-08-27 Published:2011-08-12

摘要/Abstract

摘要： 物流业务外包后,第三方物流(3PL)公司代替企业与顾客互动,这在电子商务中尤为明显,因此第三方物流公司的服务质量是否影响顾客满意度成为一个重要问题。在C2C网络购物环境中,基于物流服务质量模型,建立了第三方物流服务质量与顾客满意度的测评模型(LSQ-CS)。对LSQ-CS模型的实证研究表明:物流交互和运作质量均影响顾客对第三方物流服务商的满意度;成本质量并不影响顾客对第三方物流服务商的满意度;物流交互质量对运作和成本质量产生影响;此外,第三方物流服务质量也影响着顾客对企业的满意度。这一研究结论表明当前物流市场中第三方物流公司应该保证运作质量,提高交互质量,避免低成本恶性竞争;同时除了物流成本外,企业也应根据物流服务质量来选择物流服务商。

关键词: 物流服务质量, 顾客满意度, 结构方程模型, 第三方物流, C2C网络购物

Abstract: Third Party Logistics(3PL) tends to interact with the customers on behalf of the manufacture companies, when the logistics is outsourced, especially in the market of electronic commerce. Therefore how the service quality of 3PL affects the customer satisfaction becomes a key issue. Based on the logistics-service-quality model, a Logistics-Service-Quality and Customer-Satisfaction(LSQ-CS) model is built. The empirical analysis shows that the interactive quality and operation quality both affect the customer satisfaction of logistics service provider, furthermore the interactive quality affects the operation quality and cost quality. But the cost quality does not affect the customer satisfaction. And the service quality of 3PL does affect the customer satisfaction of companies. These research findings could contribute to 3PL provider for avoiding the vicious competition from low cost and company should select 3PL provider based on logistics-service-quality instead of only on cost.

Key words: logistics service quality, customer satisfaction, SEM, 3PL, C2C online shopping

中图分类号:

F713.36

叶作亮, 蔡丽, 叶振华, 代丽. 3PL服务质量与C2C顾客满意度的实证研究[J]. 科研管理, 2011, 32(8): 119-126.

Ye Zuoliang, Cai Li, Ye Zhenhua, Dai Li. Third party logistics service quality and its impact on customer satisfaction of C2C[J]. Science Research Management, 2011, 32(8): 119-126.

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