Analysis On The Influence Of Net-shopping Satisfaction Caused By Logistics Service Quality Of B2C

With the development of information technology and e-commerce, net-shopping has become a part of people’s life and customers have transformed from traditional stores to line shops to buy things. As the last part of net-shopping and the only one who get in touch with customers in real life, logistics has drawn more and more attention, so its problems are. E-commerce is a buyer market, so customer’s satisfaction degree has direct relationship with net-shopping stores’ operation. As logistics is an important part of net-shopping, its service quality has become the key element to influence customer’s satisfaction degree.After having a review on theories of service quality, logistics service quality and customer’s satisfaction, combining views and suggestions of professors and researches on customers, we have four text index inB2 Clogistics service quality: delivery in time, professional services, delivery flexibility and delivery competence, which build LSQ—CS model under B2 Ccircumstances and propose relative research assumptions.On the basis of theory analysis, we have made the initial questionnaire by studying theory model and have adopted SPSS19.0 and AMSO17.0 to deal with data. Apart from that, we have chosen 60 people to do questionnaire first and have analyzed the reliability and validity of data, finally have the questionnaire. After analyzing factors of logistics service quality, we have used structure quotation to analyze factors of LSQ-CS model to examine the assumption.By studying the data, we have known that the four text index connects with each other: professional services has influences delivery in time, delivery flexibility and delivery competence, while delivery in time, delivery flexibility and delivery competence have influenced logistics service quality directly, which also have examined the relationship between logistics satisfaction and net-shopping satisfaction, and have offered suitable suggestions for logistics and net-shopping store owners. It has conductive meaning for B2 C net businessmen to make correct market strategy, to improve customer satisfaction and to promote B2 C net-shopping development.