Research on the Development of Logistics Performance of E-Commerce Enterprises and its Influencing Mechanism on Customer Satisfaction

Jianhua Wu; Chen Shen; Shanshan Wang

doi:10.54097/6yhqdy07

Authors

Jianhua Wu
Chen Shen
Shanshan Wang

DOI:

https://doi.org/10.54097/6yhqdy07

Keywords:

Logistics Performance, Customer Satisfaction, E-commerce Enterprises, Mechanism of Influence

Abstract

With the booming development of e-commerce industry, logistics performance has become one of the key factors of competitiveness for e-commerce enterprises, directly related to the customer satisfaction and market position of the enterprises. Under the background of digitalization and intelligentization, online shopping has become one of the main ways of daily shopping for consumers. As an important link in the transaction chain of e-commerce, logistics efficiency and quality directly affect the shopping experience and loyalty of consumers. This paper conducts an in-depth analysis of the current situation of logistics performance of e-commerce enterprises, the mechanism analysis of how it affects customer satisfaction, and explores solutions to the problem. Through the mechanism analysis, it is found that e-commerce enterprises can improve logistics performance by enhancing logistics speed, improving logistics service quality, reducing costs and increasing efficiency, strengthening green logistics, and enhancing cross-border e-commerce logistics capabilities. This can improve customer satisfaction, and the paper proposes suggestions such as optimizing logistics networks, enhancing logistics service training, fine-tuning management, promoting environmentally friendly packaging, optimizing transportation methods, and improving cross-border e-commerce logistics networks.

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