检查物流服务质量对客户满意度和重复使用意向的影响
Xiaofang Lin1, Abdullah Al Mamun2, Qing Yang2
1School of Business, Nantong Institute of Technology, Nantong City, Jiangsu Province, China.
PloS one
|May 31, 2023
概括
物流服务质量大大提高了客户满意度和重复使用意向. 提高运营,资源,信息,个人联系和定制品质对于旨在获得竞争优势的物流提供商至关重要.
科学领域:
- 商业和管理的管理.
- 运营研究 运营研究
- 营销 营销 营销 营销 营销
背景情况:
- 客户满意度和重复使用意图对于物流服务提供商 (LSP) 实现可持续的竞争优势至关重要.
- 物流服务质量 (LSQ) 是影响物流行业客户认知和行为的一个关键因素.
- 现有的研究经常孤立地检查LSQ组件,需要一个全面的模型.
研究的目的:
- 调查各种物流服务质量维度对客户满意度和重复使用意向的影响.
- 检查客户满意度在LSQ与重复使用意图之间的关系中的调解作用.
- 为LSP提供可操作的见解,以提高客户忠诚度和竞争力.
主要方法:
- 一项使用部分最小平方结构方程建模 (PLS-SEM) 的定量研究.
- 通过在线调查和结构化问卷从810名具有物流服务经验的中国成年客户收集的数据.
- 该研究结合了刺激-生物体-反应理论和物流服务质量框架.
主要成果:
- 运营,资源,信息,个人联系和定制品质积极影响客户满意度.
- 客户满意度被发现是物流服务重复使用意向的重要积极预测指标.
- 客户满意度在五个LSQ组件和重复使用意图之间起到调解作用.
结论:
- 提高物流服务质量的五个维度直接提高了客户满意度.
- 客户满意度是一个至关重要的环节,它调解了服务质量对客户重新使用物流服务的意图的影响.
- 物流公司必须优先提高整体服务质量和客户满意度,以培养忠诚度和获得竞争优势.
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