3PL服务质量与C2C顾客满意度的实证研究  

Third party logistics service quality and its impact on customer satisfaction of C2C

作　　者：叶作亮[1] 蔡丽[1] 叶振华[1,2] 代丽 

机构地区：[1]西南财经大学工商管理学院,四川成都610074 [2]宝洁(中国)有限公司,广东广州510620 [3]中国石油四川销售分公司,四川成都610000

出　　处：《科研管理》2011年第8期119-126,共8页Science Research Management

基　　金：70801050;2009.1-20011.12;国家863计划项目:2007AA04Z101;2008.1-2009.12;教育部人文社科项目:07JC630018;2007.1-2010.12;西南财经大学校211工程三期项目资助

摘　　要：物流业务外包后,第三方物流(3PL)公司代替企业与顾客互动,这在电子商务中尤为明显,因此第三方物流公司的服务质量是否影响顾客满意度成为一个重要问题。在C2C网络购物环境中,基于物流服务质量模型,建立了第三方物流服务质量与顾客满意度的测评模型(LSQ-CS)。对LSQ-CS模型的实证研究表明:物流交互和运作质量均影响顾客对第三方物流服务商的满意度;成本质量并不影响顾客对第三方物流服务商的满意度;物流交互质量对运作和成本质量产生影响;此外,第三方物流服务质量也影响着顾客对企业的满意度。这一研究结论表明当前物流市场中第三方物流公司应该保证运作质量,提高交互质量,避免低成本恶性竞争;同时除了物流成本外,企业也应根据物流服务质量来选择物流服务商。Third Party Logistics（3PL） tends to interact with the customers on behalf of the manufacture companies, when the logistics is outsourced, especially in the market of electronic commerce. Therefore how the service quality of 3PL affects the customer satisfaction becomes a key issue. Based on the logistics - service - quality model, a Logistics - Service - Quality and Customer- Satisfaction（ L,SQ- CS） model is built. The empirical analysis shows that the interactive quality and operation quality both affect the customer satisfaction of logistics service provider, furthermore the interactive quality affects the operation quality and cost quality. But the cost quality does not affect the customer satisfaction. And the service quality of 3PL does affect the customer satisfaction of companies. These research findings could contribute to 3PL provider for avoiding the vicious competition from low cost and company should select 3PL provider based on logistics - service - quality instead of only on cost.

关 键 词：物流服务质量 顾客满意度 结构方程模型 第三方物流 C2C网络购物 

分 类 号：F713.36[经济管理—产业经济]