The Impact Of Logistics Service Quality On Customer Loyalty In China Fresh Food Logistics Enterprises: The Role Of Customer Satisfaction, Trust And Switching Cost

Sun, Jie (2025) The Impact Of Logistics Service Quality On Customer Loyalty In China Fresh Food Logistics Enterprises: The Role Of Customer Satisfaction, Trust And Switching Cost. PhD thesis, Universiti Sains Malaysia.

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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.

Item Type: Thesis (PhD)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management
Divisions: Pusat Pengajian Pengurusan (School of Management) > Thesis
Depositing User: Mr Aizat Asmawi Abdul Rahim
Date Deposited: 26 Aug 2026 04:39
Last Modified: 26 Aug 2026 04:39
URI: http://eprints.usm.my/id/eprint/64833

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