Research On The Impact Of Logistics Capability And Service Quality On Customer Loyalty Of Third Party Logistics Enterprises

With the rapid development of Internet and big data,the development of logistics industry has also ushered in new opportunities and challenges.As a service-oriented industry,facing the fierce competition in the logistics market environment,third-party logistics enterprises must improve their core competitiveness and occupy a favorable position for the development of third-party logistics enterprises.Logistics enterprises need to respond quickly and efficiently to the complex and changeable external environment,conform to the development trend,improve their own develop,ment deficiencies,and further optimize and integrate enterprises.Internal logistics resources.For logistics enterprises,their core competitiveness is their logistics capabilities.Logistics capabilities will affect the quality and cost of service of logistics enterprises.Logistics enterprises mainly serve customers who consume logistics.Higher customer loyalty can reduce operating costs,increase market share of logistics enterprises,and help logistics enterprises to better and higher level.Advance.Therefore,the research on customer loyalty of enterprises has always been the focus of scholars'attention.With the rise of service-oriented economic development,facing the complex logistics market environment,many third-party logistics enterprises realize that improving logistics capability is an important way to obtain customer loyalty.However,as a service-oriented industry,the main purpose of logistics enterprises is to provide logistics services for customers.This requires logistics enterprises to pay attention to whether their logistics service quality can meet the changing personalized consumption needs of customers.Therefore,third-party logistics enterprises must strengthen communication with customers,understand the actual consumption needs of customers from the perspective of customers,through communication can enable enterprises to improve the imperfections in the service process according to consumers'opinions,improve the quality of logistics services,and win customers' favor.In summary,this paper mainly takes the third party logistics enterprises as the research object to study whether logistics capability and service quality are conducive to the maintenance and improvement of customer loyalty,whether logistics capability can promote customer loyalty through affecting service quality,and explore the intermediary effect of service quality.This paper mainly helps logistics enterprises realize the importance of improving logistics capability and service quality,and provides corresponding guidance for logistics enterprises to enhance customer loyalty.When collecting and sorting out the relevant literature,we can see that the current literature on logistics capability mainly focuses on the direction of enterprise performance,but there are not many literature on how logistics capability affects customer loyalty.Through literature analysis and empirical research,this paper explores the relationship between various dimensions of logistics capability(logistics element capability,logistics function capability,logistics value-added capability)and customer loyalty.It mainly analyses the internal influence paths among logistics capability,service quality and customer loyalty,and studies how logistics capability affects customer loyalty through influencing service quality.This constructs the theoretical model of this study.By the research,we can draw a conclusion that the dimensions of logistics capability have significant positive effects on service quality and its dimensions;the dimensions of service quality and its dimensions have significant positive effects on customer loyalty;the dimensions of logistics capability have significant positive effects on customer loyalty;and the quality of service plays an intermediary role in the relationship between them,in which the quality of service plays an intermediary role in the ability of logistics elements.The relationship between customer loyalty and service quality plays a part of intermediary effect;service quality plays a part of intermediary effect in the relationship between logistics operation ability and customer loyalty;service quality plays a part of intermediary effect in the relationship between logistics value-added ability and customer loyalty.According to the above conclusions,this study provides corresponding management suggestions for the sustainable development of logistics enterprises,which has a certain reference value for how to maintain customer loyalty in the follow-up development process of logistics enterprises,helps logistics enterprises realize the importance of improving logistics capabilities and service quality,and provides some theoretical basis for the development of logistics enterprises.