Research on the Influence of Logistics Service Quality on Word-of-mouth Recommendation in Online Shopping

Combining SERVQUAL model with domestic research on the logistics of online shopping, this paper is to study the impact of logistics servicing quality on online shopping and word-of-mouth recommendation. It is proved that the online shopping logistics service quality will have a positive impact on customers' word of mouth through the complete mediation of customer satisfaction, and the six dimensions of logistics service quality, economy, reliability, empathy, informative and timeliness will have a significant positive impact on customer satisfaction, the impact of flxibility is not significant.