A Study On The Relationship Of Logistics Terminal Service Quality,Customer Satisfaction,Consumer Repeat Purchase Intention

With the population of Internet,e-commerce has already been an important part in people’s daily life, Consumer’s shopping behavior has extended from the traditional transaction model to the new form of network shopping. Compared with stores, cheaper price, more shopping choice and easy operation make online shop more popular; however, e-store must rely on logistics service to complete the transaction, which leads a higher need of logistics service. Logistics service quality has become the important factors to decide whether network consumers are loyal to the same e-store. Therefore, how to improve the logistics service quality during the network shopping has become the hot issue which arise academia and enterprises’common attention. In view of this, this article is to explore the relationship between logistics terminal service quality, customer satisfaction and customer repeat purchase intention, in order to give theoretical guidance to network stores to improve the quality of logistics service.This research is summarized on the basis of previous studies, refining out of5dimensions of the logistics terminal service quality: reliable Service, flexibility, fast service, customer care and economic price. The whole research model have four parts,the independent variable (logistics terminal service quality and all dimensions), intervening variable (customer satisfaction), the dependent variable (customer repeat purchase intention) and control variables (the customer’s age, gender, e-commerce frequency).Through the small sample prediction, this research modified the questionnaire, then got formal questionnaire. Based on this, the recycling496effective questionnaire about logistics terminal service quality, customer satisfaction and customer repeat purchase intention have empirical analysis through the SPSS17.0.The empirical results show that:(1) logistics terminal service quality has positive influence on customer satisfaction and customer repeat purchase intention, this shows promoting logistics terminal service quality has positive role in improving the customers’satisfaction and customer repeat purchase intention.(2)The four dimensions of Logistics terminal service quality---reliable service, fast service, customer care and price economy all has positive influence on customer satisfaction, but flexibility can’t have positive influence on customer satisfaction; the four dimensions of Logistics terminal service quality service---reliable, flexible, quick service and economic price have a positive impact on customer repeat purchase intention, but the customer care can’t have positive influence on customer repeat purchase intention.It shows that the network store can enhance customer satisfaction and repeat purchase intention by improving each dimension of logistics terminal service quality.(3)Customer satisfaction has a positive impact on customer repeat purchase intention. This shows that promote the customers satisfaction on logistics service quality can make customer buy again.(4)The customer with different age and online shopping frequency, their satisfaction and repeat purchase intention have significant differences, but different gender of the customer have no significant differences. This shows that age and e-commerce frequency are influence factors of customer satisfaction and customer repeat purchase intention of, but gender is not.The innovation point of this research lies in:(1) according to relevant literature, this paper refine out five dimensions of the logistics terminal service quality:reliability, flexibility, fast, customer care and economic price. And development the corresponding logistics terminal service quality measurement scale.(2)From a new angle of Logistics terminal services, this paper studied the network customer satisfaction and customer repeat purchase intention. And from the perspective of individual characteristics of customer, this paper studied the significant differences of different types of customer’s customer satisfaction and repeat purchase intention.(3) Build and prove the research model of logistics terminal service quality, customer satisfaction and customer repeat purchase intention.