Publication: The Impact Of Logistics Service Quality On Customer Loyalty In China Fresh Food Logistics Enterprises: The Role Of Customer Satisfaction, Trust And Switching Cost
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Date
2025-09
Authors
Sun, Jie
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Abstract
With the continuous expansion of China's fresh logistics market, the
phenomenon of high customer churn rate and low single customer profit highlights
the loyalty crisis within the industry. This study constructed a fresh logistics service
quality model that includes five dimensions: professionalism, reliability, immediacy,
convenience, and safety. Customer satisfaction and trust are used as mediating
variables, while switching costs are used as moderating variables. This theoretical
framework was validated through PLS-SEM using questionnaire data from 890
companies. Research has found that: (1) logistics service quality has a significant
direct impact on customer loyalty; (2) Customer satisfaction and trust play a chain
intermediary role between service quality and loyalty; (3) The switching cost
positively moderates the strength of the impact of service quality on satisfaction/trust.
The study revealed the transmission mechanism of "dual mediation+regulation" and
verified the role of switching costs in enhancing the regulatory effect. In response to
common pain points in the industry, such as poor cold chain connectivity and the
need to optimize delivery experience, it is recommended that companies implement
multidimensional improvements at the operational level: establishing a real-time
compensation mechanism to cope with delayed delivery, developing exclusive
tracking functions for members, and regularly training delivery personnel services.
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Keywords
The Impact Of Logistics Service Quality On Customer Loyalty In China Fresh Food Logistics Enterprises , The Role Of Customer Satisfaction , Trust And Switching Cost