The Impact Of Retail Logistics Service Quality On Customer Loyalty Under Multi-channel Backgroun

With the development of the Internet and the gradual rise of e-commerce,traditional brick-and-mortar retailers gradually fail to meet the needs of consumers,logistics links or shopping services are more problems,the transformation of traditional brick-and-mortar retailers into multi-channel retailers has become an imperative direction,so how to improve the quality of logistics services of the transformed multi-channel retailers,for improving customer loyalty,has become a business as well as the academic community Therefore,how to improve the logistics service quality of the transformed multichannel retailers has become a concern for enterprises and academics.In this paper,based on the transformation of traditional retail into multi-channel retail hypermarkets,we study the influence of logistics service quality on customer loyalty from the perspective of consumers,based on the three dimensions of logistics service provided by multi-channel retailers: reliability,convenience and timeliness,and the introduction of the mediating variable customer perception,we construct a model of the relationship between logistics service quality factors and customer perception and customer loyalty.The relationship model between the factors of logistics service quality and customer perception and customer loyalty is constructed,and the paper is empirically analyzed by SPSS26.0 and Amos26.0.The empirical study finds that all four dimensions of logistics service quality provided by multichannel retailers have positive effects on customer loyalty to different degrees,and customer perceived value also positively influences customer loyalty,and customer perceived value also influences customer loyalty through mediating effects.The results of the study provide suggestions for the future development direction of the company.