本文選題：快遞服務(wù)質(zhì)量 + 顧客滿意��； 參考：《華南理工大學(xué)》2015年碩士論文

【摘要】：在互聯(lián)網(wǎng)和物聯(lián)網(wǎng)全面發(fā)展的今天,電子商務(wù)(E-commerce)已經(jīng)成為人們生活的必需品,各大產(chǎn)業(yè)也都在進(jìn)行020模式和“Internet+”的轉(zhuǎn)型。消費(fèi)者的購物行為已經(jīng)從實(shí)體店轉(zhuǎn)向網(wǎng)上商城,又從單一的網(wǎng)上商城轉(zhuǎn)變?yōu)榫�下體驗(yàn)、線上購買的020模式。網(wǎng)上商城不僅能夠提供更為廉價(jià)的商品,而且品種多樣,方便快捷,只要網(wǎng)絡(luò)暢通,網(wǎng)上購物可以說隨時(shí)隨地,不受時(shí)空限制,這時(shí)快遞服務(wù)業(yè)就顯得尤為重要了。隨著淘寶、天貓、聚美優(yōu)品、樂峰、唯品會等網(wǎng)上商城的快速崛起,快遞服務(wù)業(yè)也迅速發(fā)展起來,各快遞企業(yè)幾乎已在各大中城市全覆蓋,特別是順豐、申通和韻達(dá)。在物聯(lián)網(wǎng)、信息技術(shù)、交通運(yùn)輸全面跟進(jìn)的年代,快遞服務(wù)質(zhì)量不僅成為影響顧客重復(fù)購買的關(guān)鍵因素,而且決定著快遞企業(yè)自身的生存和發(fā)展。因此,如何提高快遞服務(wù)質(zhì)量成為學(xué)術(shù)界和企業(yè)共同關(guān)注的熱點(diǎn)話題�；诖�,本研究將顧客滿意(MYCD)作為中介變量,用實(shí)證研究法來探討快遞服務(wù)質(zhì)量與顧客重復(fù)購買意愿(CGYY)之間的影響關(guān)系。并據(jù)此采取改進(jìn)措施來提高快遞公司的服務(wù)質(zhì)量,為網(wǎng)上商城選擇物流服務(wù)端或提高物流服務(wù)質(zhì)量提供指導(dǎo)。整個(gè)研究模型由自變量(快遞服務(wù)質(zhì)量的五個(gè)維度)、中介變量(顧客滿意)、因變量(客戶重復(fù)購買意愿)三部分組成。本研究通過問卷的試用,來確定正式的調(diào)查問卷。又通過線上發(fā)放和講座現(xiàn)場、會議現(xiàn)場發(fā)放的形式,共發(fā)放問卷300份,收回247份,剔除那些明顯不合格的問卷,獲得有效問卷228份。研究結(jié)果顯示,在顧客滿意(MYCD)的中介作用下,投遞質(zhì)量(TDZL)對顧客重復(fù)購買意愿(CGYY)的影響不顯著,其他四個(gè)質(zhì)量維度對其影響都很顯著,顯著程度次序?yàn)?溝通質(zhì)量(GTZL)、交付質(zhì)量(JFZL)、訂購質(zhì)量(DGZL)和誤差處理質(zhì)量(WCZL)。
[Abstract]:With the overall development of Internet of things and Internet of things, E-Commerce has become a necessity of people's life, and all the major industries are undergoing the transformation of 020 mode and "Internet". Consumers' shopping behavior has changed from physical stores to online shopping malls, and from a single online shopping mall to offline experience, online purchase 020 model. Online shopping mall can not only provide cheaper goods, but also variety, convenient and fast, as long as the network is smooth, online shopping can be said to be anytime, anywhere, not subject to space-time restrictions, at this time express service is particularly important. With the rapid rise of Taobao, Tmall, Jumei, Lefeng, VIPSHOP and other online shopping malls, express service industry has also developed rapidly. All express delivery enterprises have almost been covered in large and medium-sized cities, especially Shunfeng, Shentong and Yunda. In the era of Internet of things, information technology and transportation, the quality of express delivery service not only becomes the key factor that affects customers' repeated purchase, but also determines the survival and development of express delivery enterprises themselves. Therefore, how to improve the quality of express delivery service has become a hot topic of common concern for academia and enterprises. Based on this, this study takes MYCD (customer satisfaction) as an intermediary variable and explores the relationship between the quality of express delivery service and the willingness of customers to buy repeatedly by using empirical research method. Based on the above measures, some improvement measures are taken to improve the service quality of express delivery companies, and to provide guidance for online shopping malls to select logistics service terminals or improve logistics service quality. The model consists of three parts: independent variable (five dimensions of service quality), intermediary variable (customer satisfaction) and dependent variable (customer willingness to repeat purchase). Through the trial of the questionnaire, this study determines the formal questionnaire. In the form of online distribution and lecture scene and conference scene, a total of 300 questionnaires were distributed, 247 copies were recovered, 228 valid questionnaires were obtained by eliminating those obviously unqualified questionnaires. The results show that the effect of TDZL on the repeated purchase intention of customers is not significant, but the other four quality dimensions have a significant effect on it. The order of significance is: communication quality / GTZL, delivery quality / JFZL, order quality / DGZL) and error handling quality / WCZL /.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F259.2

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本文編號：1982511