중국 소매업의 물류서비스품질이 고객만족도 및 고객충성도에 미치는 영향에 관한 연구

Abstract

Purpose: This study verifies the relationship between customer satisfaction and customer loyalty with logistics service quality selected as a leading factor. The mediating effect of customer satisfaction is also verified in the relationship between logistics service quality and customer loyalty.
 Research design, data, and methodology: The design and hypothesis setting of the research model are based on previous studies, and SPSS 19.0 is used for basic data analysis, reliability, validity, correlation analysis, multiple regression analysis, and hierarchical analysis of a survey.
 Results: Economic feasibility, which is the quality of logistics services, did not significantly affect customer satisfaction. Speed, accuracy, and convenience had a significant effect on customer satisfaction, while customer satisfaction had a significant effect on customer loyalty. Customer satisfaction had a mediating effect on the relationship between logistics service quality and customer loyalty.
 Conclusions: The logistics industry is in a period of rapid development, and the introduction of logistics talent should be increased to improve the core competitiveness of the retail industry, increase work efficiency, reduce logistics costs, and promote the improvement and development of corporate management levels.