Study On The Impact Of Logistics Service Quality On Customer Loyalty In SHEIN Cross-Border E-Commerce Companies

With the continuous progress of economic globalization and Internet technology and the development of the logistics industry,cross-border ecommerce has become a new driving force for the growth of China’s foreign trade.How cross-border e-commerce enterprises can give full play to their own advantages,obtain and maintain customer loyalty,and achieve long-term development of enterprises is a question that all cross-border ecommerce enterprises must consider.Among them,the quality of logistics services,as a part of cross-border e-commerce,has become the key to affecting customer satisfaction and customer loyalty.High-quality logistics services enhance the shopping experience of consumers,thereby ensuring consumer loyalty.Compared with domestic logistics,due to high cross-border logistics costs,long transportation cycles,information asymmetry and other reasons,consumers have a poor experience in crossborder shopping.Therefore,this paper will explore and study the logistics service quality factors that are particularly important to maintain corporate customer loyalty.Taking customer loyalty as the research goal,this paper aims to measure cross-border e-commerce logistics services by using the SERVQUAL service quality scale and logistics service quality LSQ evaluation model from the five dimensions of economy,responsiveness,flexibility,reliability and empathy.Using SPSS and AMOS software for data analysis and model verification,by analyzing the influence of five factors on customer loyalty,the hypothesis that all five factors have a positive impact on customer satisfaction and customer loyalty is verified,and the mediation effect hypothesis of customer satisfaction is verified.The analysis conclusion will help cross-border e-commerce enterprises fully understand the impact of logistics service quality on customer loyalty,so as to make targeted changes to enhance customer loyalty and market competitiveness.