JOURNAL OF SHANDONG UNIVERSITY(NATURAL SCIENCE) ›› 2019, Vol. 54 ›› Issue (3): 119-126.doi: 10.6040/j.issn.1671-9352.0.2018.280

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Study on the way to improve the satisfaction of logistics outsourcing——A fuzzy set qualitative comparative analysis of 102 cases

ZHANG Ke-yong1, LYU Mei-lin1, YAO Jian-ming2, WANG Hao3   

  1. 1. School of Economics and Management, North University of China, Taiyuan 030051, Shanxi, China;
    2. Business School, Renmin University of China, Beijing 100872, China;
    3. CCDC Geologlcal Exploration &
    Development Researchingstitute, Chengdu 610000, Sichuan, China
  • Published:2019-03-19

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Abstract: The theoretical model of “service quality perception-satisfaction” of logistics outsourcing is constructed. Using 102 questionnaires from 42 manufacturing enterprises in Chengdu Hi-tech West District and Pidu District as samples, the model hypothesis is validated by partial least squares structural equation. Based on the perception of service quality, the structure of realizing high satisfaction of logistics outsourcing is analyzed; the asymmetric causal relationship between configuration and satisfaction is found. It is found that the most important way to achieve high customer satisfaction is to enhance the professionalism of staff and provide one-stop integrated service for customers in logistics enterprises, quick response to customer service is the core condition to achieve customer satisfaction, providing reliable, accurate and punctual service is an auxiliary condition to achieve customer satisfaction. The low customer satisfaction is analyzed and the specific suggestions on how to achieve high customer satisfaction and how to avoid minefields that lead to low customer satisfaction for logistics enterprises are given.

Key words: logistics outsourcing, satisfaction, fuzzy-set qualitative comparative analysis, configuration

CLC Number: 

  • F252
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