Empirical Study Of Influencing Factors On Cross-border E-commerce Logistics Service Satisfaction

With the development of information technology and the change of consumption concept,cross-border online shopping has become a normal trend of household consumption in China,which has broad market development space in the future.Cross-border e-commerce provides a convenient and efficient new channel for consumers to purchase imported goods,and satisfies the diversified and international shopping needs of consumers.As a link between cross-border e-commerce enterprises and consumers,logistics plays an important role in influencing consumers' shopping experience and satisfaction.The improvement of logistics service quality helps cross-border e-commerce enterprises to maintain customer loyalty and enhance their core competitiveness.However,due to the high transportation cost and long delivery time,the development of cross-border e-commerce logistics in China lags behind,which not only has a negative impact on consumers' satisfaction with cross-border online shopping,but also restricts the development of cross-border e-commerce.Based on the SERVQUAL scale and LSQ model,this paper reviewed the literature on customer satisfaction,logistics service quality and cross-border e-commerce,and explored the influencing factors of cross-border e-commerce logistics service quality on customer satisfaction on the basis of summarizing the existing research results.This paper selects the cross-border electricity the efficiency of logistics service quality,responsiveness,flexibility,reliability and empathy five dimensions,hypothesis and establish the corresponding theoretical model,design the questionnaire according to the scale and through the network platform to issue 399 questionnaires,using the SPSS software to reliability and validity of test data,exploratory factor analysis and confirmatory factor analysis,using the AMOS software to test the hypothesis that the model and the goodness of fit,though the meaning analysis.The results show that the service quality of cross-border e-commerce logistics and its five dimensions(economy,responsiveness,flexibility,reliability and empathy)have significant positive effects on customer satisfaction.Among them,empathy has the greatest impact on the satisfaction of cross-border e-commerce logistics service,and the path coefficient is 0.425.The second is flexibility and economy,with path coefficients of 0.352 and 0.299 respectively.The impact of reliability and responsiveness on the satisfaction ofcross-border e-commerce logistics service is relatively small,with path coefficients of0.276 and 0.252 respectively.The research results have a good guiding significance for cross-border e-commerce logistics enterprises to improve service satisfaction.