Empirical study on selection and evaluation of TPL based on CS

Profited from the theory of customer satisfaction(CS), the factors, influencing selection and evaluation of the third-party logistics(TPL) service provider, were analyzed by the customer satisfaction characteristics of direct logistics service, indirect logistics and third-party logistics(TPL). Firstly, this paper constructed the structural equation model(SEM) about the selection and evaluation of TPL, collected 210 valid samples from 37 enterprises from different backgrounds and scales. Secondly, exploratory factor analysis(EFA) and confirmatory factor analysis(CFA) were conducted to validate hypothesizes which are put forward in model by SPSS15.0 and AMOS7.0 based on these valid samples. The final results shows institution-based CS including service capacity, cooperation reliability, staff quality, sense of service, social reputation, economy has distinct effect on selection and evaluation of TPL. And they are differently influenced each other between 6 factors, but service capacity and staff quality is the core of them.