B2C配送服务质量对顾客满意度影响的研究

发布时间：2018-05-25 09:24

本文选题：配送服务质量 + 顾客满意度　；参考：《西安工业大学》2014年硕士论文

【摘要】：随着全球日益加快的经济化步伐和不断推进和完善的密集型服务,B2C电子商务企业的网络化、柔性化日益加深,它已经从先前单纯的角色演变为更为完善的定制化物流服务过程,即满足消费者高柔性、高时效、高人性化、高附加价值的更高层次的需求。本论文从顾客对物流配送服务质量的满意度入手,针对如何测度B2C物流配送服务质量对顾客满意度影响的问题,来研究如何提升B2C物流配送服务质量。本论文的主要研究工作及创新性成果如下：论文在理论上提出了定制化服务质量、物流跟踪信息质量、收货服务质量三个变量对顾客满意度的影响的模型。设计了与其相应的量表和问卷。通过网上发放问卷和笔答问卷两种形式,收集了有效数据,将样本人群进行了描述性统计分析,从而验证了此样本数据的可靠性,在此基础之上,用SPSS 18.0对调研数据进行信度与效度分析,检验了其信度和效度,并将每项测度指标进行了筛选和调整,用层次分析法计算出了各测度指标的权重,并用回归分析法最终检验并确定了B2C配送服务质量对顾客满意度影响的理论模型。本研究结果表明：1)定制化服务质量、物流跟踪信息质量及收货服务质量均对顾客满意度有正向影响；2)收货服务质量是影响顾客满意度的最重要的因素；3)收货服务质量中的收货时效性和货物完好程度是影响顾客满意度的最重要的因素。本论文的研究结论可以用于物流服务企业提高自身的服务质量,从而使企业立于不败之地。
[Abstract]:With the increasingly rapid economic pace of the world and the continuous promotion and improvement of the network of B2C e-commerce enterprises, it has evolved from a simple role to a more perfect customized logistics service process. That is to meet consumers high flexibility, high-aging, high-humanized, high-added value higher level of demand. This paper starts with the customer satisfaction of logistics distribution service quality, aiming at how to measure the impact of B2C logistics distribution service quality on customer satisfaction, to study how to improve the B2C logistics distribution service quality. The main research work and innovative results of this thesis are as follows: in theory, the model of the influence of customized service quality, logistics tracking information quality and receiving service quality on customer satisfaction is put forward. The corresponding scale and questionnaire were designed. Through two forms of online questionnaire and pen and answer questionnaire, the effective data are collected, and the sample population is analyzed by descriptive statistics, which verifies the reliability of the sample data, and on the basis of this, The reliability and validity of the survey data were analyzed with SPSS 18.0. The reliability and validity of each measure index were tested, and each measure index was screened and adjusted. The weight of each measure index was calculated by analytic hierarchy process (AHP). The theoretical model of the effect of B2C distribution service quality on customer satisfaction is finally tested and determined by regression analysis. The results of this study show that: 1) customized service quality, Logistics tracking information quality and receiving service quality have a positive impact on customer satisfaction. 2) receiving service quality is the most important factor affecting customer satisfaction. Is the most important factor affecting customer satisfaction. The conclusion of this paper can be used to improve the service quality of logistics service enterprises and make the enterprises in an invincible position.
【学位授予单位】：西安工业大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F724.6;F259.2

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