Research On The Impact Of Logistics Service Quality And Logistics Performance On Customer Satisfaction

With the development of the Internet economy,how to quickly reach the end customer needs and improve the quality of logistics services has become a problem that enterprises have to consider when chasing profits.At present,the biggest problem in convenience stores is still the problem of out-of-stock and delivery timeliness.The store setting and management characteristics of the chain convenience store determine that logistics is the key to its survival.The quality of service provided by enterprises in logistics will directly determine whether they can achieve higher logistics operation efficiency.For convenience stores,the quality of logistics services determines the robustness and sustainability of its supply chain,and it is also an important touchstone for its ability to effectively meet customer needs.How to effectively meet the individual needs of community consumers to improve customer satisfaction? In the system to sort out and digest the research results of domestic and foreign scholars in logistics performance and customer satisfaction,it is found that logistics service quality is the key factor of logistics performance.How to evaluate logistics flow performance and customer satisfaction and how to perceive logistics service quality,understanding logistics The relationship between service quality,logistics performance and customer satisfaction is a hot and difficult point in research.This paper focuses on the retail format of community convenience stores,(1)constructing community convenience store logistics service quality and logistics performance scale,and puts forward three research hypotheses;(2)this paper starts from the traditional logistics service quality measurement model and combines with Chongqing The city community convenience store develops the actual,develops and constructs the logistics service quality—logistics performance—the structural equation model of customer satisfaction.(3)Questionnaire survey design,based on the literature review and related theoretical results,based on the design scale,pre-study and scale correction,to form the final questionnaire,a total of 21 items.(4)In the data collection stage,based on the community convenience store in the main city of Chongqing,the questionnaire survey was used to empirically study the impact of logistics service quality and logistics performance on customer satisfaction in community convenience stores.From the data obtained by convenience store employees,136 valid questionnaires were collected in a variety of ways.(5)In the data analysis stage,the reliability and validity analysis of the recovered questionnaires,the goodness of fit evaluation,the influence paths of the measurement models and structural models on the observed variables and latent variables are analyzed,and the structural equation model is constructed.Perform confirmatory factor analysis,parameter estimation and hypothesis testing.The empirical research on the hypothetical model was carried out by using the questionnaire data of the main urban area of Chongqing,and the following conclusions were drawn:(1)The analysis results of the structural equation model show that for the community convenience store format,the logistics service quality and logistics performance are all The customer satisfaction has a positive effect,the research hypothesis is verified;(2)the goodness of fit between the observed variables and the latent variables is good,and the convenience should focus on improving the quality of logistics services,improving the ability of logistics to resist risks,and improving logistics performance.Increase customer satisfaction;(3)In response to the results of the questionnaire,contact the development of convenience stores in Chongqing,and make relevant recommendations for decision-making.