Express Logistics Service Based On Structural Equation Model Satisfaction Study

With the rapid and stable development of economy and the continuous progress of technology,people’s demand for Internet shopping is increasing.The gradual rise of various networked e-commerce platforms has promoted the rapid development of the third-party logistics industry.The service quality of logistics companies plays a vital role in the development and external image of logistics enterprises.However,due to the excessive pursuit of profit increase and cost compression,the problem of distribution and express delivery of goods in the last kilometer has been exposed,and the service quality has been criticized by all parties,which urgently needs to be improved.This also makes the government and many scholars continue to pay attention.In 2022,the Report on the 20 th National Congress of the Communist Party of China also pointed out the need to "improve basic transportation,achieve postal services in villages,and accelerate the construction of a powerful logistics country",and in 2023,the Report on the Work of the Government of the CPC also proposed to "improve the rural express logistics distribution system".Many scholars have studied the index of customer satisfaction under the express logistics service satisfaction,but the research also focuses on customer satisfaction,but the research on customer loyalty is insufficient.Moreover,in terms of the selection of indicators,infrastructure indicators are rarely added to China’s customer satisfaction model.In this paper,we put it into the model to explore how it affects other indicators from the perspective of consumers,thereby affecting customer satisfaction and customer loyalty.The specific contents are as follows:First of all,under the model of customer satisfaction in China,this paper constructs a corresponding customer satisfaction model of express logistics service,and analyzes the relationship between the variables and other variables.The data were collected by questionnaire,and the α coefficient and KMO value were analyzed.The SPSS data were imported into AMOS 22.0 software for calculation.Finally,we get the results,that is,from the perspective of consumers,there is an interaction between infrastructure and perceived quality,perceived value and brand image.Secondly,the study of logistics service satisfaction involves three topics,namely,consumers,online stores and logistics companies,which interact with each other.Therefore,it is very important to study logistics service satisfaction from the perspective of online store.From the perspective of online store,we construct a corresponding satisfaction model to analyze the impact of each index variable on customer satisfaction and customer loyalty,mainly analyzing α coefficient and KMO value.Finally,based on the evaluation results,this paper analyzes the service quality problems existing in postal logistics companies and online stores,and puts forward some improvement suggestions.These research conclusions have certain reference value and practicability to guide the satisfaction of express logistics service in China.