發(fā)布時間：2018-11-14 10:30

【摘要】：近年來，隨著我國C2C電子商務(wù)的快速發(fā)展，快遞企業(yè)進(jìn)入一個全新的蓬勃發(fā)展階段。消費(fèi)者的購物方式從實(shí)體購物逐漸擴(kuò)展到網(wǎng)上購物，，而網(wǎng)上購物的最后運(yùn)送必須依靠物流服務(wù)來實(shí)現(xiàn)。目前，我國C2C網(wǎng)上商店的物流配送服務(wù)主要由快遞企業(yè)來提供，因此，從第三方物流服務(wù)分支出來的快遞服務(wù)在網(wǎng)絡(luò)購物中扮演著一個至關(guān)重要的角色。在C2C電子商務(wù)環(huán)境下，快遞企業(yè)之間的競爭越來越激烈，因此，在這樣激烈的市場競爭中，及時準(zhǔn)確地了解顧客的滿意程度以及對快遞服務(wù)過程的感知，掌握快遞服務(wù)顧客滿意度影響因素，對快遞企業(yè)采取有效措施提高服務(wù)水平，進(jìn)而提升企業(yè)競爭力是非常重要的。 本文采用理論研究與實(shí)證研究相結(jié)合的方法。首先，在閱讀大量國內(nèi)外相關(guān)文獻(xiàn)的基礎(chǔ)上進(jìn)行廣泛深入的理論研究，構(gòu)建了本文的理論模型并提出假設(shè)。在本文的實(shí)證研究階段，通過借鑒國內(nèi)外成熟量表，并結(jié)合快遞服務(wù)特點(diǎn)，設(shè)計(jì)出初始調(diào)查問卷，通過對初始調(diào)查問卷的調(diào)整和修正，形成了最終的調(diào)查問卷。然后發(fā)放和收集調(diào)查問卷，利用SPSS17.0軟件對問卷進(jìn)行信度和效度檢驗(yàn)，驗(yàn)證了調(diào)查問卷的有效性和可靠性。最后采用LISREL8.7軟件構(gòu)建結(jié)構(gòu)方程模型，驗(yàn)證了本文的研究假設(shè)，得到了最終的影響因素模型圖。 研究發(fā)現(xiàn)，在C2C電子商務(wù)環(huán)境下，企業(yè)形象、服務(wù)價格、服務(wù)可靠性、服務(wù)響應(yīng)性、服務(wù)便利性、服務(wù)保證性這六個因素都會對快遞服務(wù)顧客滿意度產(chǎn)生顯著的影響作用。其中，服務(wù)便利性對顧客滿意度的影響作用相對最高，也明確了顧客期望這一中介變量在企業(yè)形象和顧客滿意度之間顯著的中介影響作用。最后依據(jù)各個因素的重要度和滿意度情況，結(jié)合快遞企業(yè)的經(jīng)營特點(diǎn)和現(xiàn)狀，采用四分圖模型法針對性地提出了提高顧客滿意度的具體策略和建議。
[Abstract]:In recent years, with the rapid development of C2C e-commerce in China, express delivery enterprises have entered a new stage of vigorous development. The shopping mode of consumers gradually extends from physical shopping to online shopping, and the final delivery of online shopping must depend on logistics services. At present, the logistics distribution service of C2C online stores in China is mainly provided by express delivery enterprises. Therefore, express delivery service from the branch of third-party logistics service plays a crucial role in online shopping. In the C2C e-commerce environment, the competition between express delivery enterprises is becoming more and more fierce, so in such a fierce market competition, timely and accurate understanding of customer satisfaction and the perception of express service process, It is very important to grasp the influencing factors of express service customer satisfaction and take effective measures to improve the service level and further enhance the competitiveness of express delivery enterprises. This paper adopts the method of combining theoretical research with empirical research. Firstly, based on reading a large number of domestic and foreign literatures, the theoretical model of this paper is constructed and hypotheses are put forward. In the empirical research stage of this paper, by referring to the mature scale at home and abroad and combining the characteristics of express delivery service, the initial questionnaire is designed. Through the adjustment and revision of the initial questionnaire, the final questionnaire is formed. Then the questionnaire was issued and collected, and the reliability and validity of the questionnaire were tested by SPSS17.0 software, which verified the validity and reliability of the questionnaire. Finally, the structural equation model is constructed by using LISREL8.7 software, and the hypothesis of this paper is verified, and the final influence factor model diagram is obtained. It is found that in the C2C e-commerce environment, the corporate image, service price, service reliability, service responsiveness, service convenience and service assurance will have a significant impact on the customer satisfaction of express delivery service. Among them, service convenience has the highest influence on customer satisfaction, and the intermediary variable of customer expectation plays a significant role in the relationship between corporate image and customer satisfaction. Finally, according to the importance and satisfaction degree of various factors, combined with the management characteristics and present situation of express delivery enterprises, the paper puts forward specific strategies and suggestions to improve customer satisfaction by using the quadrilateral graph model method.
【學(xué)位授予單位】：中北大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F274;F724.6;F259.23

【引證文獻(xiàn)】

相關(guān)期刊論文 前1條

1 夏彩云;;快遞物流企業(yè)顧客滿意度研究[J];鐵道運(yùn)輸與經(jīng)濟(jì);2015年07期

本文編號：2330919