Influencing Factor Analysis of Logistics Service Satisfaction in China: A Binary Logit Model Approach

  • Wen Xu
  • JiaJun LiEmail author
  • Bin Shen
Conference paper
Part of the Smart Innovation, Systems and Technologies book series (SIST, volume 185)


With the continuous growth of the number of Internet users and the continuous expansion of the online retail market in China, consumers have put forward higher requirements for logistics services. Thus, this study uses a binary logit model to study China’s logistics services from the perspective of customers, and the main factors affecting customer satisfaction with logistics services were explored. First, questionnaire was scientifically designed, and a total of 356 samples was collected in the online survey, of which 310 samples considered to be valid, and the questionnaire effective rate was 87.1%. Second, based on the survey data, the reliability and validity of the questionnaire were tested and factor analysis was performed. The results showed that the reliability and validity of the questionnaire were good, and the factor structure of the questionnaire could meet the needs of this study. Finally, the binary logit model was used to analyze the main factors affecting customer satisfaction with logistics services. The results show that facilities, convenience, reliability, empathy, economics and timeliness have a significant impact on logistics service satisfaction, and among them, facilities, economics and convenience are the most important factors. The research results can effectively improve China’s overall logistics service level and have strong practical significance.


Logistics services Questionnaire Factor analysis Binary logit model 


Conflicts of Interest

The authors declare that they have no conflicts of interest.


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Copyright information

© The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2020

Authors and Affiliations

  1. 1.School of ManagementNorthwestern Polytechnical UniversityXi’anChina
  2. 2.Guangxi Computing Center CO., Ltd.Guangxi Communications Investment Group CO., Ltd.NanningChina
  3. 3.School of Civil Engineering and TransportationSouth China University of TechnologyGuangzhouChina

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