The Influence of “Last One Kilometer” Service Quality on Customer Loyalty under C2C Mode——The Mediating Role of Customer Satisfaction

Via questionnaire investigation on express users in Wuhan colleges and universities, it is found that client satisfaction plays partial mediator role between service quality of express industry and client loyalty. Moreover, correlation regression analysis of data is conducted by SPSS17.0 software. It is found that communication quality, order quality, delivery quality and remedy quality have significantly positive impacts on client satisfaction, while personalized service quality does not have significant impact on client satisfaction; communication quality, order quality, personalized service quality and remedy quality have significantly positive impacts on client loyalty, while communication quality does not have significant impact on client loyalty. Finally, countermeasures and suggestions are proposed according to the above conclusions.


Subject(s):
Issue Date:
Jan 20 2017
Publication Type:
Journal Article
Record Identifier:
http://ageconsearch.umn.edu/record/257301
ISSN:
1943-9903
Language:
English
Published in:
Asian Agricultural Research, Volume 08, Issue 11
Page range:
32-28




 Record created 2017-05-26, last modified 2018-01-23

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