The Influence of “Last One Kilometer” Service Quality on Customer Loyalty under C2C Mode——The Mediating Role of Customer Satisfaction

Daosheng Li, Xinxin Ding and Jun Ke

Asian Agricultural Research, 2017, vol. 08, issue 11

Abstract: Via questionnaire investigation on express users in Wuhan colleges and universities, it is found that client satisfaction plays partial mediator role between service quality of express industry and client loyalty. Moreover, correlation regression analysis of data is conducted by SPSS17.0 software. It is found that communication quality, order quality, delivery quality and remedy quality have significantly positive impacts on client satisfaction, while personalized service quality does not have significant impact on client satisfaction; communication quality, order quality, personalized service quality and remedy quality have significantly positive impacts on client loyalty, while communication quality does not have significant impact on client loyalty. Finally, countermeasures and suggestions are proposed according to the above conclusions.

Keywords: Agribusiness (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:ags:asagre:257301

DOI: 10.22004/ag.econ.257301

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