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

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  • LI Daosheng
  • DING Xinxin
  • KE Jun

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.

Suggested Citation

  • LI Daosheng & DING Xinxin & KE Jun, 2017. "The Influence of “Last One Kilometer” Service Quality on Customer Loyalty under C2C Mode——The Mediating Role of Customer Satisfaction," Asian Agricultural Research, USA-China Science and Culture Media Corporation, vol. 8(11), January.
    • Handle: RePEc:ags:asagre:257301
    DOI: 10.22004/ag.econ.257301
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    Keywords

    Agribusiness;

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