An Empirical Study on the Exploration of Factors Influencing Customer Satisfaction in Logistics Distribution Service

Abstract

In order to solve the problem of lacking quantitative description method for customer satisfaction of logistics distribution service, based on the China Customer Satisfaction Index model, the three core influencing factors named perceived service quality, expected service quality and brand image were respectively set up with second-level measurement indicators, to explore its impact on customer satisfaction and loyalty, and then construct a customer satisfaction evaluation model for logistics distribution service. The second-order structural equation model is used to analyze the quantitative relationship among the influencing factors, between satisfaction and loyalty, and the effect of each influencing factor on the customer satisfaction of logistics distribution service. Finally, the model is applied to the case analysis of residents in the main urban area of Chongqing. The results show that the perceived service quality (0.63∗∗∗) and perceived service cost (-0.40∗∗∗) have the most significant impact on the customer satisfaction of logistics distribution service. Customer satisfaction plays a decisive role in customer loyalty (0.78∗∗∗).