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Smart Transportation Systems 2020 pp 79–88Cite as

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

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Part of the book series: Smart Innovation, Systems and Technologies ((SIST,volume 185))

Abstract

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.

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Conflicts of Interest

The authors declare that they have no conflicts of interest.

Author information

Authors and Affiliations

  1. School of Management, Northwestern Polytechnical University, Xi’an, 710072, China

    Wen Xu & JiaJun Li

  2. Guangxi Computing Center CO., Ltd., Guangxi Communications Investment Group CO., Ltd., Nanning, 530022, China

    Wen Xu

  3. School of Civil Engineering and Transportation, South China University of Technology, Guangzhou, 510641, China

    Bin Shen

Authors
  1. Wen Xu
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  2. JiaJun Li
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  3. Bin Shen
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Corresponding author

Correspondence to JiaJun Li .

Editor information

Editors and Affiliations

  1. Dept of Architecture and Civil Engineering, Chalmers University of Technology, Göthenburg, Västra Götalands Län, Sweden

    Xiaobo Qu

  2. Management Science and Engineering, Shanghai University, Shanghai, China

    Lu Zhen

  3. Bournemouth University, Poole, UK

    Robert J. Howlett

  4. University of Technology Sydney, Sydney, NSW, Australia

    Lakhmi C. Jain

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Xu, W., Li, J., Shen, B. (2020). Influencing Factor Analysis of Logistics Service Satisfaction in China: A Binary Logit Model Approach. In: Qu, X., Zhen, L., Howlett, R.J., Jain, L.C. (eds) Smart Transportation Systems 2020. Smart Innovation, Systems and Technologies, vol 185. Springer, Singapore. https://doi.org/10.1007/978-981-15-5270-0_7

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  • DOI: https://doi.org/10.1007/978-981-15-5270-0_7

  • Published:

  • Publisher Name: Springer, Singapore

  • Print ISBN: 978-981-15-5269-4

  • Online ISBN: 978-981-15-5270-0

  • eBook Packages: EngineeringEngineering (R0)

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