【摘要】：隨著互聯(lián)網(wǎng)技術(shù)的普及,催生了電子商務(wù)的快速發(fā)展,快遞業(yè)作為電子商務(wù)的一種支撐形式應(yīng)運(yùn)而生,消費者紛紛主動參與到這種新興的購物體驗方式中。隨著網(wǎng)絡(luò)購物的發(fā)展日趨成熟,網(wǎng)絡(luò)購物的成交量逐年攀升,快遞業(yè)如雨后春筍般出現(xiàn)在我們的日常生活中。由此,快遞公司網(wǎng)購物流服務(wù)的顧客滿意度評價成為了大家廣泛關(guān)注的問題,·也成為快遞業(yè)能夠健康穩(wěn)定發(fā)展的先決條件。 本研究在國內(nèi)外關(guān)于顧客滿意度研究的基礎(chǔ)上,基于快遞行業(yè)的特點,構(gòu)建了快遞公司網(wǎng)購物流服務(wù)的顧客滿意度評價的概念模型。以此概念模型為出發(fā)點,結(jié)合快遞公司的物流配送業(yè)務(wù)流程,從快遞公司在網(wǎng)購中的物流服務(wù)顧客滿意度評價和快遞公司網(wǎng)購物流服務(wù)的總體顧客滿意度評價角度開發(fā)本研究的調(diào)查問卷,并對數(shù)據(jù)進(jìn)行回收整理。運(yùn)用SPSS19.0對統(tǒng)計數(shù)據(jù)進(jìn)行分析處理。首先,針對各個階段的快遞公司網(wǎng)購物流服務(wù)顧客滿意度評價進(jìn)行探索性因子分析識別出顧客滿意度評價的主因子,并對各階段的主因子進(jìn)行描述性統(tǒng)計分析,進(jìn)而對不同類型快遞公司之間網(wǎng)購物流服務(wù)顧客滿意度評價做比較分析。其次,將快遞公司在網(wǎng)購中的物流服務(wù)顧客滿意度評價與快遞公司網(wǎng)購物流服務(wù)的總體顧客滿意度評價進(jìn)行相關(guān)分析和回歸分析,從而實現(xiàn)顧客滿意度評價的深入研究。最后,根據(jù)數(shù)據(jù)處理結(jié)果,得出研究結(jié)論,并據(jù)此提出研究啟示和建議。 本研究開發(fā)了快遞公司網(wǎng)購物流服務(wù)的顧客滿意度評價的測量量表,可以為今后快遞業(yè)的顧客滿意度評價研究提供依據(jù)。本研究所得出的結(jié)論可以一定程度上反映出快遞公司顧客滿意度評價的現(xiàn)狀,對于快遞行業(yè)的發(fā)展有一定的現(xiàn)實意義。同時,本研究從快遞行業(yè)和不同類型快遞公司角度針對顧客滿意度評價提出建議,可以對快遞行業(yè)的發(fā)展提供參考,進(jìn)而提高快遞公司的顧客滿意度評價。
[Abstract]:With the popularity of Internet technology, the rapid development of e-commerce has been accelerated, express delivery industry as a form of support of e-commerce emerged as the times require, consumers have actively participated in this new way of shopping experience. With the development of online shopping, the turnover of online shopping is rising year by year, and express delivery industry is springing up in our daily life. As a result, customer satisfaction evaluation of online shopping logistics service of express delivery companies has become a widespread concern and a prerequisite for the healthy and stable development of express delivery industry. Based on the research of customer satisfaction at home and abroad, and based on the characteristics of express delivery industry, the conceptual model of customer satisfaction evaluation for online shopping logistics service of express delivery company is constructed. Based on this conceptual model, combined with the logistics and distribution business process of express delivery company, From the perspective of customer satisfaction evaluation of logistics service of express delivery company in online shopping and the overall customer satisfaction evaluation of online shopping logistics service of express company, the questionnaire is developed, and the data is collected and sorted out. The statistical data are analyzed and processed by SPSS19.0. First of all, the main factors of customer satisfaction evaluation are identified by exploratory factor analysis, and the main factors of each stage are analyzed by descriptive statistics. Furthermore, the evaluation of customer satisfaction of online shopping logistics service between different types of express delivery companies is compared and analyzed. Secondly, the related analysis and regression analysis are carried out between the customer satisfaction evaluation of logistics service of express delivery company in online shopping and the overall customer satisfaction evaluation of express company online purchase, so as to realize the in-depth research of customer satisfaction evaluation. Finally, according to the data processing results, the research conclusions are obtained, and the research enlightenment and suggestions are put forward. In this study, the measurement scale of customer satisfaction evaluation of online shopping logistics service of express delivery company is developed, which can provide the basis for the research of customer satisfaction evaluation in express delivery industry in the future. The conclusion of this study can reflect the current situation of customer satisfaction evaluation of express company to some extent, and has certain practical significance for the development of express delivery industry. At the same time, from the point of view of express delivery industry and different types of express companies, the paper puts forward some suggestions for the evaluation of customer satisfaction, which can provide a reference for the development of express delivery industry, and then improve the evaluation of customer satisfaction of express delivery companies.
【學(xué)位授予單位】：大連理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F274;F259.23

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