THE INFLUENCE OF LOGISTICS SERVICE QUALITY TOWARDS SATISFACTION AND THE IMPLICATION ON CUSTOMER LOYALTY

Abstract

Purpose: This paper mainly studies the impact of logistics service quality on customer satisfaction and customer loyalty in e-commerce. Design/Method: This paper used questionnaires as a tool to conduct research through social media. The sample included 321 respondents who had used Grennhand's logistics services in the past month. The validity and reliability were tested by statistical software, and the model fitting and hypothesis testing were analyzed. Findings: This study found that logistics service quality significantly affects customer satisfaction and customer loyalty, while customer satisfaction also has an impact on customer loyalty. Originality Value: This paper summarizes several existing measurements for measuring logistics service quality. The paper provides researchers with a model, and more theoretical options in developing frameworks, which are relevant to the specific context of the study – China.