顾客满意度
服务质量
业务
客户保留
营销
客户宣传
综合后勤保障
背景(考古学)
服务提供商
结构方程建模
服务(商务)
过程管理
知识管理
计算机科学
古生物学
机器学习
生物
作者
Xiaofang Lin,Abdullah Al Mamun,Qing Yang,Mohammad Masukujjaman
出处
期刊:PLOS ONE
[Public Library of Science]
日期:2023-05-31
卷期号:18 (5): e0286382-e0286382
被引量:12
标识
DOI:10.1371/journal.pone.0286382
摘要
For logistics service providers (LSPs), improving customer satisfaction and obtaining customer re-use intention are key to gaining sustainable competitive advantages and success. Logistics service quality (LSQ) is a concern for logistics service providers, retailers, and customers. The proposed model, which is based on the stimuli-organism-response theory and the logistics service quality framework, integrates operational quality, resource quality, information quality, personal contact quality, customization quality, and customer satisfaction to study logistics service re-use intentions. The data were obtained from an online survey using a structured questionnaire given to those with experience in logistics service. Using partial least squares structural equation modeling on 810 respondents who were adult Chinese customers, this study discovered that operational, resource, information, personal contact, and customization qualities positively affect the satisfaction of logistics service customers, while customer satisfaction positively affects re-use intention. Moreover, the results of the mediation analysis revealed that customer satisfaction mediated the connection between the five components of LSQ and the re-use intention of logistics services. The originality of the study lies in its comprehensive examination of the direct and indirect effects of service quality dimensions on customer satisfaction and logistics service re-use intention in the context of logistics services. This study provides valuable insights into the importance of customer satisfaction in the logistics industry and highlights the need for logistics companies to prioritize customer satisfaction and improve their overall performance and competitiveness.
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