外包物流企业物流能力对顾客忠诚度的影响机制  

The Influence Mechanism of Logistics Capability on Customer Loyalty of Outsourcing Logistics Enterprises

作　　者：徐晓迪 XU Xiaodi(College of International Education,Wanjiang University of Technology,Maanshan,Anhui 243000,China)

机构地区：[1]皖江工学院国际教育学院,安徽马鞍山243000

出　　处：《内江师范学院学报》2020年第8期108-112,共5页Journal of Neijiang Normal University

基　　金：安徽省高等学校省级质量工程项目(2019kfkc304)。

摘　　要：以顾客满意度为中介变量,运用满意度指数(ACSI)评估方法,构建了ACSI结构模型,并运用结构方程模型对研究假设进行验证,实证研究结果表明:(1)外包物流企业物流能力对客户忠诚度有显著的正向影响;(2)外包物流企业物流能力对顾客满意度有显著的正向影响;(3)顾客满意度对顾客忠诚度有显著的正向影响.(4)顾客满意度在外包物流企业物流要素能力和顾客忠诚度中发挥着中介作用;顾客满意度在外包物流企业物流营运能力和顾客忠诚度中发挥着中介作用;顾客满意度在外包物流企业物流升值要素能力和顾客忠诚度中发挥着中介作用.企业在完善顾客忠诚度的过程中,应该着力强化要素吸收水平、企业运营能力和物流升值能力,建立以顾客为中心的长期发展战略.Due to the drastically different geographical conditions of different regions in China,to reduce cost by means of outsourcing logistics has become a mutual choice for many manufacturing enterprises.However,owing to the ever-increasing homogeneity of logistics enterprise outsourcing,the market competition is escalating.How to win and retain a group of high loyalty customers is the key for logistics enterprises to survive the fierce market competition.In response to this,an ACSI structure model was constructed with the customer satisfaction as the intermediary variable and the use of the satisfaction index(ACSI)evaluation method,furthermore,the research hypothesis is verified by means of the structural equation model.It is found:(1)the logistics capability of outsourcing logistics enterprises has a significantly positive impact on customer satisfaction;(2)the logistics capability of outsourcing logistics enterprises also has a significantly positive impact on customer loyalty;(3)customer satisfaction exerts a significantly positive impact on customer loyalty;(4)customer satisfaction plays an intermediary role in terms of the capability of logistics elements and customer loyalty of outsourcing logistics enterprises;Customer satisfaction plays an intermediary role in regards to the logistics appreciation element ability and customer loyalty of outsourcing logistics enterprises.In the process of building customer loyalty,enterprises should focus their efforts on improving the element absorption capacity,enterprise operational capacity and logistics appreciation capacity,and establish a long-term customer-centered development strategy.

关 键 词：外包物流企业 物流能力 顾客忠诚度 顾客满意度 

分 类 号：F274[经济管理—企业管理]