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中文摘要：
物流服务的顾客满意度是B2C企业的核心竞争力之一。文章研究中国环境下B2C网络购物中物流服务的顾客满意度模型。研究结果表明，订购质量和交付质量对顾客满意度有显著的正向影响，沟通质量和售后处理质量对顾客满意度的影响不显著。
英文摘要：
Customer satisfaction to logistics service is now considered as one of the B2C enterprise＆#39;s core competitiveness .T his paper conducts an empirical research on the model of customer satisfaction to logistics service in B2C online shopping in China .The results show that ordering quality and delivery quality have a significant positive effect on customer satisfaction ,while communication quality and post-sales service quality have no obvious influence on customer satisfaction .
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