ISSN 0253-2778

CN 34-1054/N

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Open AccessOpen Access JUSTC Original Paper

Empirical study on the impact of third-party logistics service quality on customer loyalty

  • School of Management, University of Science and Technology of China, Hefei 230026, China

Cite this:
https://doi.org/10.3969/j.issn.0253-2778.2017.06.009
  • Received Date: 16 May 2016
  • Rev Recd Date: 10 June 2016
  • Publish Date: 30 June 2017
    Abstract

  • Abstract

    Third-party logistics tends to make direct contact with customers on behalf of e-commerce business when the logistics is outsourced, and the quality of its service is thus of great importance to study impacts on customer loyalty. A logistics service quality-customer loyalty model (LSQ-CL model) was built to measure the impacts of third-party logistics on customer loyalty. Using the structural equation model, data from 459 third-party logistics users was used to conduct a confirmatory factor analysis. The results show that operational service quality, relational service quality and cost quality all have significant positive impacts on customer satisfaction, among which operational service quality is the most influential, followed by relationship service quality, and cost quality has the least impact. Relational service quality has significant positive impacts both on operational service quality and cost quality. Customer satisfaction has a significant impact on customer loyalty, and there is a large path coefficient between them.

    Abstract

    Third-party logistics tends to make direct contact with customers on behalf of e-commerce business when the logistics is outsourced, and the quality of its service is thus of great importance to study impacts on customer loyalty. A logistics service quality-customer loyalty model (LSQ-CL model) was built to measure the impacts of third-party logistics on customer loyalty. Using the structural equation model, data from 459 third-party logistics users was used to conduct a confirmatory factor analysis. The results show that operational service quality, relational service quality and cost quality all have significant positive impacts on customer satisfaction, among which operational service quality is the most influential, followed by relationship service quality, and cost quality has the least impact. Relational service quality has significant positive impacts both on operational service quality and cost quality. Customer satisfaction has a significant impact on customer loyalty, and there is a large path coefficient between them.
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    • References(30)
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    BRYNJOLFSSON E, SMITH M D. Frictionless commerce? A comparison of Internet and conventional retailers[J]. Management Science, 2000, 46(4):563-585.
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    LEUTHESSER L, KOHLI A K. Relational behavior in business markets: Implications for relationship management[J]. Journal of Business Research, 1995, 34(3):221-233.
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    ZEITHAML V A. Service quality, profitability, and the economic worth of customers: what we know and what we need to learn[J]. Journal of the Academy of Marketing Science, 2000, 28(1):67-85.
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    INNIS D E, LA LONDE B J. Customer service: The key to customer satisfaction, customer loyalty, and market share[J]. Journal of Business Logistics, 1994, 15:1-27.
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    JONES T O. Why satisfied customers defect[J]. Journal of Management in Engineering, 1996, 12(6):88-99.
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    邓爱民,陶宝,马莹莹.网络购物顾客忠诚度影响因素的实证研究[J].中国管理科学,2014,22(6):94-102.
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    陈文沛.物流服务质量、网络顾客满意与网络顾客忠诚——转换成本的调节作用[J].中国流通经济,2014(10):44-51.
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    吴金南,尚慧娟.物流服务质量与在线顾客忠诚——个体差异的调节效应[J].软科学,2014,28(6):113-116.
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    Lv Dongmei. Study on logistics service quality evaluation system based on structural equation model[J]. International Journal of Digital Content Technology and Its Applications, 2013, 7(6): 556-564.
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    房军.中国家电企业物流外包研究[D].上海:复旦大学,2009.
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    MENTZER J T, FLINT D J, KENT J L. Developing a logistics service quality scale[J]. Journal of Business,1999, 20(1): 9-32.
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    MENTZER J T, FLINT D J, HULT G T M. Logistics service quality as a segment-customized process[J]. Journal of Marketing, 2001, 65(4): 82-104.
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    BRADY M K, CRONIN JR J J. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach[J]. Journal of Marketing, 2001,65(3):34-49.
    [21]
    STANK T P, GOLDSBY T J, VICKERY S K, et al. Logistics service performance: estimating its influence on market share[J]. Journal of Business Logistics, 2003, 24(1): 27-55.
    [22]
    GARBARINO E, JOHNSON M S. The different roles of satisfaction, trust, and commitment in customer relationships[J]. The Journal of Marketing, 1999, 5(63): 70-87.
    [23]
    汪旭晖,徐健.基于转换成本调节作用的网上顾客忠诚研究[J]. 中国工业经济,2008,249(12):113-123.
    [24]
    SCANNELL T V, VICKERY S K, DROGE C L. Upstream supply chain management and competitive performance in the automotive supply industry[J]. Journal of Business Logistics, 2000, 21(1):23-48.
    [25]
    CLEVELAND G, SCHROEDER R G, ANDERSON J C. A theory of production competence[J]. Decision Sciences, 1989, 20(4):655-668.
    [26]
    FERDOWS K, DE MEYER A. Lasting improvements in manufacturing performance: in search of a new theory[J]. Journal of Operations Management, 1990, 9(2):168-184.
    [27]
    ROTH A V, VAN DER VELDE M. Operations as marketing: a competitive service strategy[J]. Journal of Operations Management, 1991, 10(3): 303-328.
    [28]
    SUBRAMANIAN N, GUNASEKARAN A, YU J, et al. Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors[J]. Expert Systems with Applications, 2014, 41(1):69-80.
    [29]
    李先国, 段祥昆.转换成本、顾客满意与顾客忠诚：基于移动通信客户行为的研究[J].中国软科学,2011(4):154-160.
    [30]
    STANK T P, GOLDSBY T J, VICKERY S K. Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry[J]. Journal of Operations Management, 1999, 17(4): 429-447.
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    [1]
    LEE H L, WHANG S. Winning the last mile of e-commerce[J]. MIT Sloan Management Review, 2001, 42(4): 54-62.
    [2]
    BRYNJOLFSSON E, SMITH M D. Frictionless commerce? A comparison of Internet and conventional retailers[J]. Management Science, 2000, 46(4):563-585.
    [3]
    ANDERSON E W, SULLIVAN M W. The antecedents and consequences of customer satisfaction for firms[J]. Marketing Science, 1993, 12(2):125-143.
    [4]
    LEUTHESSER L, KOHLI A K. Relational behavior in business markets: Implications for relationship management[J]. Journal of Business Research, 1995, 34(3):221-233.
    [5]
    ZEITHAML V A. Service quality, profitability, and the economic worth of customers: what we know and what we need to learn[J]. Journal of the Academy of Marketing Science, 2000, 28(1):67-85.
    [6]
    OLIVER R L. Whence consumer loyalty?[J]. The Journal of Marketing, 1999, 65: 33-44.
    [7]
    INNIS D E, LA LONDE B J. Customer service: The key to customer satisfaction, customer loyalty, and market share[J]. Journal of Business Logistics, 1994, 15:1-27.
    [8]
    JONES T O. Why satisfied customers defect[J]. Journal of Management in Engineering, 1996, 12(6):88-99.
    [9]
    陈明亮,李敏乐,毛靖.卷烟物流服务质量评估指标的实证遴选及其应用[J].管理工程学报,2009,23(2):99-103.
    [10]
    叶作亮,蔡丽,叶振华,等.3PL服务质量与C2C顾客满意度的实证研究[J].科研管理,2011, 32(8): 119-126.
    [11]
    谢佩洪,奚红妹,魏农建,等.转型时期我国B2C电子商务中顾客满意度影响因素的实证研究[J].科研管理,2011,32(10):109-117.
    [12]
    何耀宇,吕永卫.物流服务质量影响因素与顾客忠诚度[J].中国流通经济,2012, 26(7):79-82.
    [13]
    邓爱民,陶宝,马莹莹.网络购物顾客忠诚度影响因素的实证研究[J].中国管理科学,2014,22(6):94-102.
    [14]
    陈文沛.物流服务质量、网络顾客满意与网络顾客忠诚——转换成本的调节作用[J].中国流通经济,2014(10):44-51.
    [15]
    吴金南,尚慧娟.物流服务质量与在线顾客忠诚——个体差异的调节效应[J].软科学,2014,28(6):113-116.
    [16]
    Lv Dongmei. Study on logistics service quality evaluation system based on structural equation model[J]. International Journal of Digital Content Technology and Its Applications, 2013, 7(6): 556-564.
    [17]
    房军.中国家电企业物流外包研究[D].上海:复旦大学,2009.
    [18]
    MENTZER J T, FLINT D J, KENT J L. Developing a logistics service quality scale[J]. Journal of Business,1999, 20(1): 9-32.
    [19]
    MENTZER J T, FLINT D J, HULT G T M. Logistics service quality as a segment-customized process[J]. Journal of Marketing, 2001, 65(4): 82-104.
    [20]
    BRADY M K, CRONIN JR J J. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach[J]. Journal of Marketing, 2001,65(3):34-49.
    [21]
    STANK T P, GOLDSBY T J, VICKERY S K, et al. Logistics service performance: estimating its influence on market share[J]. Journal of Business Logistics, 2003, 24(1): 27-55.
    [22]
    GARBARINO E, JOHNSON M S. The different roles of satisfaction, trust, and commitment in customer relationships[J]. The Journal of Marketing, 1999, 5(63): 70-87.
    [23]
    汪旭晖,徐健.基于转换成本调节作用的网上顾客忠诚研究[J]. 中国工业经济,2008,249(12):113-123.
    [24]
    SCANNELL T V, VICKERY S K, DROGE C L. Upstream supply chain management and competitive performance in the automotive supply industry[J]. Journal of Business Logistics, 2000, 21(1):23-48.
    [25]
    CLEVELAND G, SCHROEDER R G, ANDERSON J C. A theory of production competence[J]. Decision Sciences, 1989, 20(4):655-668.
    [26]
    FERDOWS K, DE MEYER A. Lasting improvements in manufacturing performance: in search of a new theory[J]. Journal of Operations Management, 1990, 9(2):168-184.
    [27]
    ROTH A V, VAN DER VELDE M. Operations as marketing: a competitive service strategy[J]. Journal of Operations Management, 1991, 10(3): 303-328.
    [28]
    SUBRAMANIAN N, GUNASEKARAN A, YU J, et al. Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors[J]. Expert Systems with Applications, 2014, 41(1):69-80.
    [29]
    李先国, 段祥昆.转换成本、顾客满意与顾客忠诚：基于移动通信客户行为的研究[J].中国软科学,2011(4):154-160.
    [30]
    STANK T P, GOLDSBY T J, VICKERY S K. Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry[J]. Journal of Operations Management, 1999, 17(4): 429-447.
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