Research on the Relationship Between the Logistics Service Quality and Customer Loyalty in C2C E-commerce

摘要：

　　For the special relationship between logistics service quality and customer loyalty under the environment of C2C, on the basis of the three dimensions of Operation Logistics Service Quality, Relationship Logistics Service Quality and Cost Logistics Service Quality, the paper analyzed the relationship between customer satisfaction for third-party logistics service quality and customer loyalty for seller of C2C.The research shows that Relationship Logistics Service Quality and Cost Logistics Service Quality directly affects the customer satisfaction for the third-party logistics services, while Operation Logistics Service Quality does not, and Relationship Logistics Service Quality also affects the evaluation of Operation Logistics Service Quality and Cost Logistics Service Quality;Customer satisfaction directly affects customer loyalty to sellers with the third-party logistics service quality, so sellers need to choose the higher level logistics service providers in Operation Logistics Service Quality, Relationship Logistics Service Quality and Cost Logistics Service Quality in order to ensure the quality of customer loyalty.

关键词： C2C Logistics service quality Customer satisfaction Customer loyalty Structural equation model

作者: Xiaofang Yuan Lin Shi Hongxia Li

作者单位: College of Management,Xian University of Science and Technology,Xian,China

会议类型: 国际会议

会议名称: The Thirteenth Wuhan International Conference on E-Business(第十三届武汉电子商务国际会议)(WHICEB2014)

会议地点: 武汉

会议语种:英文

页码: 104-113

在线出版日期: 2014-05-31（万方平台首次上网日期，不代表论文的发表时间）