Empirical Study on the Influencing Factors of Satisfaction of Logistics Service Quality of Cross-Border Import E-Commerce Based on KANO Model

Abstract

The development of cross-border e-commerce cannot be separated from the coordination of cross-border logistics. Structural equation model is used to explore the influencing factors of logistics service satisfaction of cross-border import e-commerce. The results show that the service quality of cross-border logistics and its three dimensions namely basic service quality, value-added service quality and supply chain service quality have significant positive influence on customer satisfaction, and the supply chain service quality has the greatest influence on satisfaction, followed by basic service quality and value-added service quality; the logistics service quality and satisfaction of different cross-border e-commerce companies and different import logistics modes differ. The research has certain guidance and reference significance for cross-border import e-commerce to improve the satisfaction of logistics service.