Investigating The Effects Of The Logistics Capability Of Third-party Logistics Enterprise On Customer Loyalty

Along with the continuous refinement of social division of labor,increasing competition in the market,in order to improve the core competitiveness,many companies focus more and more resources on the core business and outsource non-core business such as logistics to professional third-party logistics enterprises.For third-party logistics enterprises,the logistics capacity is the core competitiveness,and it directly determines the logistics costs and service levels.Loyal customers can reduce the transaction costs,reduce product price elasticity,increase corporate profits,and have great significance on maintaining and opening up market share.Therefore,it's critical for the success of third-party logistics enterprises to maintain customer resources in the fierce market competition and cultivate a group of customers with high loyalty.Loyal customers are the valuable assets of third-party logistics enterprises,and only satisfied customers may become loyal customers.So,it is necessary to construct a theoretical model to explain the impact of third-party logistics enterprises' logistics capability on customer satisfaction and customer loyalty,with a view to providing guidance for enterprises to rationally allocate resources and focus on superior ability to abtaion customer loyalty.This paper systematically combs the domestic and foreign research results of logistics capability,customer satisfaction and customer loyalty,and determines the logistics capability as three dimensions:logistics factor capability,logistics operation capability and logistics value-added capability,and constructs the theory model inclduding variables of third-party logistics enterprises's logistics capability,customer satisfaction and customer loyalty.The model fully demonstrates the relationship between logistics capability,customer satisfaction and customer loyalty.The questionnaire survey was used to collect the data from the customers of the third party logistics enterprises through the Internet and field.The variables of the theoretical model and the causal relationship between the variables were tested by exploratory factor analysis,confirmatory factor analysis,structural equation analysis and other statistical methods.Finally,this paper gets the conclusion:(1)The logistics operation capability and logistics value-added capability of third-party logistics enterprises have direct positive effects on customer loyalty.(2)The logistics operation capability and the logistics value-added capability of the third party logistics enterprises have indirect positive effecs on customer loyalty.And the effects of logistics factor capability on customer loyalty has not been verified.This study enriches the influencing factors research of customer loyalty of third-party logistics enterprises,and the conclusion has certain reference value for improving logistics capability and obtain customer loyalty.However,due to time and other factors constraints,this study still have some limitations,I hope that follow-up research on this subject can make a further improvement and perfection.