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

Abstract

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

CLC Number:

F713.36

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.

References

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