Research On The Influence Of Logistics Performance Of B2C Electricity On Customer Satisfaction

With the rapid development of Internet and e-commerce industry, the consumption mode of customers change from the traditional brick and mortar stores into a new form of electronic shores gradually. This transformation not only has brought opportunities for development to e-commerce enterprises, but it also brings new challenges. How to stand out in a number of similar e-commerce enterprises and to win higher customer satisfaction, as the most important development issues of many E-commerce enterprises are facing.By summarizing and analyzing the existing literature, this study combines with the actual situation of e-commerce enterprise and explores the impact of logistics performance on customer satisfaction. Based on the B2C e-commerce enterprises as the research object, logistics service quality and logistics service efficiency as the mediating variable, this study develops a model of mediator to empirically test the above influence by using the Likert scale and hierarchical regression method. Meanwhile, the research data are collected by the method of questionnaire survey. The study found that the logistics performance of the B2C e-commerce enterprises is positively associated with customer satisfaction, and logistics service quality and logistics service efficiency play mediator parts in the above relationship. The results shows that the B2C e-commerce enterprises to improve their logistics performance can achieve higher customer satisfaction in the indirect action of logistics service quality and logistics service efficiency. Research conclusions help B2C e-commerce enterprises to understand the relationship between logistics performance, logistics service quality, logistics service efficiency and customer satisfaction in more depth, and provide references for B2C e-commerce enterprises when they seek long-term stable development and achieve higher customer satisfaction.