【摘要】 跨境物流是跨境电商的重要组成部分，有别于国内物流业务，存在运输成本高、运输周期长、物流信息不对称等问题，导致消费者在跨境电商平台购物的体验感较差。文章以SERVQUAL服务质量量表和物流服务质量LSQ评价模型为研究基础，探究跨境电商平台物流服务质量的具体因素对消费者满意度及再购买意图产生的影响，并对消费者满意度的中介效果进行验证。研究结果表明，跨境电商平台物流服务的时效性、经济性和安全性均对消费者满意度产生显著的正向影响，且三者对消费者再购买意图具有显著的正向影响。基于此，对提高消费者满意度与增强再购买意图提出若干建议，可为跨境电商平台、入驻商家及相关部门决策提供参考。更多还原

【Abstract】 Cross border logistics is an important part of cross-border e-commerce. Different from domestic logistics business, cross-border logistics has some problems, such as high transportation cost, long transportation cycle, asymmetric logistics information and so on, which lead to consumers’ poor experience of shopping on cross-border e-commerce platforms. Therefore, based on SERVQUAL service quality scale and LSQ evaluation model of logistics service quality, this paper explore the impact of specific factors of cross-border e-commerce platform logistics service quality on consumer satisfaction and repurchase intention, and verifies the intermediary effect of consumer satisfaction. The results show that the logistics service quality, timeliness, economy and safety of cross-border e-commerce platforms have a significant positive impact on consumer satisfaction. Moreover, economy, timeliness and safety have a significant positive impact on consumers’ repurchase intention. This study has certain theoretical guiding significance for cross-border e-commerce logistics platforms and their settled businesses to improve consumers’ satisfaction and enhance repurchase intention.更多还原