快递公司网购物流服务的顾客满意度评价研究

发布时间：2018-11-10 10:13

【摘要】：随着互联网技术的普及,催生了电子商务的快速发展,快递业作为电子商务的一种支撑形式应运而生,消费者纷纷主动参与到这种新兴的购物体验方式中。随着网络购物的发展日趋成熟,网络购物的成交量逐年攀升,快递业如雨后春笋般出现在我们的日常生活中。由此,快递公司网购物流服务的顾客满意度评价成为了大家广泛关注的问题,·也成为快递业能够健康稳定发展的先决条件。本研究在国内外关于顾客满意度研究的基础上,基于快递行业的特点,构建了快递公司网购物流服务的顾客满意度评价的概念模型。以此概念模型为出发点,结合快递公司的物流配送业务流程,从快递公司在网购中的物流服务顾客满意度评价和快递公司网购物流服务的总体顾客满意度评价角度开发本研究的调查问卷,并对数据进行回收整理。运用SPSS19.0对统计数据进行分析处理。首先,针对各个阶段的快递公司网购物流服务顾客满意度评价进行探索性因子分析识别出顾客满意度评价的主因子,并对各阶段的主因子进行描述性统计分析,进而对不同类型快递公司之间网购物流服务顾客满意度评价做比较分析。其次,将快递公司在网购中的物流服务顾客满意度评价与快递公司网购物流服务的总体顾客满意度评价进行相关分析和回归分析,从而实现顾客满意度评价的深入研究。最后,根据数据处理结果,得出研究结论,并据此提出研究启示和建议。本研究开发了快递公司网购物流服务的顾客满意度评价的测量量表,可以为今后快递业的顾客满意度评价研究提供依据。本研究所得出的结论可以一定程度上反映出快递公司顾客满意度评价的现状,对于快递行业的发展有一定的现实意义。同时,本研究从快递行业和不同类型快递公司角度针对顾客满意度评价提出建议,可以对快递行业的发展提供参考,进而提高快递公司的顾客满意度评价。
[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.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F259.23

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