Study On Service Ability Impact On Customer Satisfaction In Third-party Logistics Enterprises

Abstract: Since entering the new century, The third party logistics enterprises has realizedthat they must to find their own lack of ability and improve customer satisfaction from theperspective of customers if they want to survive in the severe market competition,So as tomaintain the competitive advantage of the enterprise itself. Currently, The third-partylogistics enterprises in China due to the imperfect of the management system,Backwardness of management philosophy, A concrete manifestation of the lack of acomplete satisfaction index system, Blind to the improvement of the self-servicecapabilities, Lack of focus, Making its service capabilities farless than the customer’sexpectations, Which also resulted in lower customer satisfaction, So look for the keyimpact of the impact of third-party logistics enterprise service satisfaction is so important.This article draw on the review of related literature, Logistics service capability is thecore competitiveness of the logistics enterprise at the scarcity of resources to make thelogistics enterprises can not overall improvement in service capacity in a short period oftime, The concentration of superior resources to enhance key competencies elementsWhich impact on customer satisfaction. An empirical study of logistics service capabilitiesinfluencing factors on customer satisfaction by using structural equation modeling to findthe key factors affecting customer satisfaction in the logistics service capacity. This papersummary of related literature and conduct field research foundation to develop thequestionnaire, And then through the use of factor analysis of indicators to filter, Classify,Identify potential key factors And put forward the hypothesis of the model. Then build astructural equation model, Assumptions were demonstrated. After the above steps, Came tothe conclusion that the key logistics service capabilities impact the customer satisfactionwere: Basic and information services, Customer acquisition costs and value-added services.Finally, Combined with the actual situation of China’s third party logistics improvecustomer satisfaction strategy...