A Confirmatory Study On Model Of Customer Perceived Value In Third Party Logistics Service

Although the view that the Third Party Logistics is a typical service is wildly held, this is little scholar study customer behavior of Third Party Logistics applying customer behavior theory in service both at home and abroad. In the academic circle and industry,people pay attention to the study of the attribute and ignore the customer-based trait of Third Party Logistics for a long time. Most of scholars and industrialists assess customers value of Third Party Logistics from the supplier's perspective, not from the customers's perspective.This doctoral thesis develop a conceptual model and probed into the relationships between customer perceived price, customer perceived quality, customer perceived relationship and customer perceived risk, the influence of above-mentioned variables on customer perceived value, and and the influence of customer perceived price, customer perceived quality, customer perceived relationship and customer perceived risk and customer perceived value on customer loyalty through exploratory investigation study based on the theory of customer perceived value, the framework of customer perceived price- customer perceived quality-customer perceived value,and took outsourcing risk and logistics relationship as the breakthrough point.The study was divided into three stages. The first is literature reading and qualitative examination, which includes literature searching and reading, interviews with scholars and industrialists and other specialists, design of variables and questionnaire, measurement of questionnaire and modification of it. The second is exploratory investigation.I surveyed in Beijing,Shanghai,Chong qing,Nanning,Changsha and Haikou, and collected 129 valid specimens. The third is confirmatory study. I analyzed the data and confirmed hypotheses which was proposed using statistical software SPSS11.5 and LISREL8.54 through exploratory factor analysis,confirmatory factor analysis and structural equation model analysis.This study shows that customer perceived price, customer perceived quality, customer perceived relationship and customer perceived risk have direct and remarkable influence on customer perceived value.And customer perceived value is not only a important decisive factor of customer loyalty,but also the bridges through which customer perceived price, customer perceived quality, customer perceived relationship and customer perceived risk bringing indirect influence on customer loyalty.Through qualitative and quantitative analysis, this thesis confirms these viewpoints: 1. Customer perceived quality in Third Party Logistics includes four dimensions: potential quality,hard process quality,soft process quality and output quality. The study finds out that the measurement model for customer perceived quality in Third Party Logistics is reliable and valid through exploratory factor analysis and confirmatory factor analysis.2. Customer perceived value in Third Party Logistics includes four dimensions: economical value, functional value, emotional value and social value. The study finds out that the measurement model for customer perceived value in Third Party Logistics is reliable and valid through exploratory factor analysis and confirmatory factor analysis. 3. Customer perceived quality is not only a important prerequisite of customer perceived value,but also a influential factors of customer perceived risk and customer loyalty in Third Party Logistics. 4. Customer perceived price has a direct influence on customer perceived quality, customer perceived risk and customer perceived value to a certain degree in Third Party Logistics. Customer perceived price has no direct influence on customer loyalty,but has a indirect remarkable influence on it in Third Party Logistics. 5. Customer perceived price has a direct influence on customer perceived value and customer loyalty in Third Party Logistics.6. Customer perceived relationship has a significant influence on customer perceived quality, customer perceived risk, customer perceived value, customer perceived price and customer loyalty in Third Party Logistics.