Study of affecting factors of the third party logistics satisfaction based on PCA

Abstract

This paper selected 12 evaluating index affecting customer satisfaction in the Taobao's third-party logistics service providers, used the principal component analysis (PCA), to find the main factors that affect customer satisfaction in the Taobao's third-party logistics service providers. The study has shown the main factors including the brand, the quality of the staff and reputation. This paper puts forward some suggestions on the development of customer satisfaction in the Taobao's third-party logistics service provider: improving brand awareness, heightening the credibility of enterprises and enhancing the quality of staff.