Empirical Study On The Impact Of Third-Party Logistics Service Quality On E-commerce Customer Loyalty

Over the past decade, Alibaba and Jingdong, as the representative of e-commerce in China has made remarkable development, which has brought a flood of business to third-party logistics (3PL), but without the support of a strong logistics system, it won’t make success. They complement each other, which are indispensable. As an important part of online shopping, the timeliness, accuracy and integrity of logistics and distribution is directly related to the customer experience. With the B2C market for the first time beyond the C2C and jumping to first place, the e-businesses pay more attention to demands of consumers who ask for receive mails in time and durability. Especially for Jingdong, Suning and Jumei that are self-oriented e-business platforms, which try to enhance the customer experience in logistics and distribution sectors by building self-logistics, to promote customer satisfaction and loyalty. In the tide of e-commerce building self-logistics, third party logistics how to improve their service quality, to win back consumer trust and satisfaction, which has become the main issue among the industry and academic. They need to answer consumers’ complain about poor service delivery, slow and deficient loss and other core issues.In recent years, many domestic scholars have applied service quality to the research of the logistics industry. They not only proposed logistics service quality evaluation system in the Chinese context, but also made a series of studies on logistics service quality how to affect Customer Loyalty. But they are all concentrated in the electricity supplier’s perspective, or investigate regulation of 3PL logistics service quality to e-business service-quality and customer loyalty. From the 3PL business perspective, seeking to promote its logistics service quality on customer loyalty research is still rare. Based on previous studies, this paper based on the classic LSQ model, referencing PZB model and SERVQUAL scale, and according to the characteristics of Chinese e-commerce, logistics and consumers, we constructed a theoretical model of third party logistics service quality affecting customer loyalty(LSQ-CL model). The results showed that operation quality, relationship quality and cost quality have significant positive impact on CS. The highest effect of is operation quality, followed by relationship quality, and the lowest is cost quality. RQ has significantly positive effect on both of operation quality and cost quality. Customer satisfaction significantly affects customer loyalty positively, and the path coefficient is large.Based on the fact that the online shopping return rate is very high, this paper adds the indicator of return price innovatively, and study it how to affect customer loyalty.Considering the logistics service quality and CS is commonly used in the conventional AHP and simple factor analysis, etc., which can not reflect the correlation between the independent variables, and can not report the properties of the process of logistics services. This paper uses SEM to have a CFA by 479 third-party logistics user data, which clarifies the correlation between the independent variables, and shows the effect path of Loyalty 3PL quality service to the customer loyalty.Of course, there are also insufficient, such as the number of sample is too small, only one mediating variables and lack of adjustment variable. These should be improved in future studies.