Research on the Influence of Service Quality of Shunfeng Cold Chain Logistics on Customer Loyalty

Abstract

In order to explore the relationship between the service quality and customer loyalty of Shunfeng cold chain logistics, this paper builds a research model which takes customer satisfaction as intervening variable, and adopts reliability, responsiveness, and tangibles dimensions of SERVQUAL model, and adds Security, Economy and Flexible Service dimensions based on the characteristics of cold chain logistics. Through data analysis, hypotheses between Shunfeng cold chain logistics service quality, customer satisfaction and customer loyalty are tested and the weaknesses of service are further explored. Some suggestions are put forward for Shunfeng cold chain logistics to enhance customer satisfaction and loyalty, such as optimizing goods source traceability Services, adding cold chain outlets, enhancing the flexibility of distribution, and upgrading cold chain packaging equipment.