earticle

영어

In order to discover the dimension of service quality and examine the interaction mechanism among the perceived value of the logistics industry, consumer satisfaction, consumer experience and service quality, we construct a service quality-perceived value-consumer satisfaction structural equation model. We focus on the consumers who have experience of using the third party logistics in China. For the purpose we collected 524 respondents among the college students in Zhejiang province of China. The results of analysis using SPSS and AMOS show that the service quality, perceived value, consumer satisfaction and consumer experience of third-party logistics companies are significantly relevant. We found that ①the tangible nature of logistics has the biggest coefficient on its functional value, and it has no significant positive impact on its social value and cost perception; ②the reliability has the significant impact on the all perceived values; ③the responsiveness has impact on its emotional value and social value but has no significant for functional value and cost perception. ④the assurance and empathy have significant impact on all perceived values. ⑤And we found consumers perceptions except emotional value have significant positive impact on consumer satisfaction. ⑤-1)Social value has the greatest impact on consumer satisfaction, indicating that college students are most concerned with good personal feelings, self-identity and sense of acquisition mostly in the process of using the logistics. ⑤-2)And the price factor of logistics also have positive impact on the consumer satisfaction. ⑤-3)Functional values such as consistent and good quality of services has positive impact on the consumer satisfaction. ⑤-4)But emotional value including relaxed and enjoyable to the services as factors has no effect on the consumer satisfaction. At the same time, ⑥-1)the consumer experience has negative adjustment effects among functional value on consumer satisfaction, emotional value to consumer satisfaction, and its cost perception to consumer satisfaction. ⑥-2)But there is positive adjustment effect among social value and consumer satisfaction. Consumers are addicted to the company if they form a consumption habit of a particular logistics company that relieves their worries. And then it has effect on the perceived functional value of third-party logistics, so even the company has not well made facilities, consumers don’t care for it. When consumers form a good consumer experience, they will neglect the decision-making role of emotional perception, and reduce the effect of consumers' emotional value on the satisfaction of third-party logistics companies.