The Impact of Logistics Service Quality of Cross Border E-Commerce Business on Customer Satisfaction

Abstract

Nowadays, people have a high requirement for daily necessities. Many consumers buy daily necessities overseas. In recent years, cross-border e-commerce is becoming one of the mainstream people's shopping modes. With the increasing popularity of network applications, the e-commerce is changing the business models of traditional shopping. Cross-border logistics accounts for an increasing proportion of logistics business. Compared with traditional domestic logistics business, cross-border e-commerce logistics may have many problems such as payment and customs clearance, resulting in its service quality significantly affecting customer satisfaction. This paper analyzes the current problems of cross-border e-commerce logistics services. Meanwhile, it summarizes the research status of the relationship between cross-border logistics service quality and customer satisfaction. Last but not the least, potential solutions of improvement for cross-border e-commerce logistics service quality were also proposed.