An Empirical Study on E-commerce Logistics Service Quality and Customer Satisfaction

Abstract

Based on consumer’s perspective, the influences of logistics service quality on customer satisfaction were empirically studied in order to clarify the key logistical factors affecting consumer’s satisfaction. An empirical method is used to investigate the factors in E-commerce logistics service quality that influence customer satisfaction. The results indicate that delivery service quality, after-sales service quality and staff service quality have positive impacts on customer satisfaction; the influence of communication service quality on customer satisfaction is not significant.

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