基于社会网络的高校菜鸟驿站满意度分析
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摘要
随着电子商务的发展,高校菜鸟驿站逐渐普及,然而其运营过程中的用户满意度并不高.本研究构建用户与满意度影响因素的社会网络,利用网络密度验证方法的可行性,通过派系分析对数据进行筛选,从中心性和相似性角度探究用户与满意度影响因素之间的网络关系.以深圳大学菜鸟驿站为例,在100份有效问卷基础上,利用UCINET软件进行鉴于总体数据与分类数据的社会网络分析.结果表明,校园用户对理货速度和空间布局关注度较高,对寄件收费标准、取件方式及取件收费标准的关注度较低;不同类别用户的关注存在差异,如女生比男生更关注包裹安全性,研究生比本科生更关注菜鸟驿站营业时间.
With the continuous development of e-commerce,college rookie stations are becoming more and more popular,however,the user's satisfaction is not high in the process of operation. Therefore,this paper constructs the social network of users and satisfaction impact factors,in which the network density is used to verify the feasibility of the method,and the data is screened by the cliques analysis,and the network relationship between the users and the satisfaction factors is studied from two angles,which are centrality and similarity. At last,taking the rookie station at Shenzhen University as an example,on the basis of 100 valid questionnaires,we use UCINET software to analyze the user's overall and classified social network. The results show that the campus users pay more attention to the tally speed and spatial layout,and pay less attention to standard of mail charges,the method of pick-up and the pick-up fee standard. In addition,different categories of users pay attention to different things,such as girls pay more attention to package security than boys,and graduates students pay more attention to the rookie station business hours than undergraduates.
With the continuous development of e-commerce,college rookie stations are becoming more and more popular,however,the user's satisfaction is not high in the process of operation. Therefore,this paper constructs the social network of users and satisfaction impact factors,in which the network density is used to verify the feasibility of the method,and the data is screened by the cliques analysis,and the network relationship between the users and the satisfaction factors is studied from two angles,which are centrality and similarity. At last,taking the rookie station at Shenzhen University as an example,on the basis of 100 valid questionnaires,we use UCINET software to analyze the user's overall and classified social network. The results show that the campus users pay more attention to the tally speed and spatial layout,and pay less attention to standard of mail charges,the method of pick-up and the pick-up fee standard. In addition,different categories of users pay attention to different things,such as girls pay more attention to package security than boys,and graduates students pay more attention to the rookie station business hours than undergraduates.
引文
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[14]贵佳琳,李永先.基于UCINET的虚拟学习社区可视化分析[J].电子商务,2016(7):67-69.GUI Jialin,LI Yongxian.Visualization analysis of virtual learning community based on UCINET[J].Electronic Commerce,2016(7):67-69.(in Chinese)
[15]朱玥,杨永生.多维量表分析法在留学生汉语名量词学习过程研究中的应用[D].北京:北京语言大学,2008:3-8.ZHU Yue,YANG Yongsheng.Application of multidimensional scale analysis in the study of the learning process of Chinese famous quantifiers for international students[D].Beijing:Beijing Language and Culture University,2008:3-8.(in Chinese)
[2]阿里研究院.快递最后100米服务趋势报告[R/OL].(2017-10-18)[2018-07-09].http://www.199it.com/archives/643923.html.Ali Research Institute.Express last 100 meters service trend report[R/OL].(2017-10-18)[2018-07-09].http://www.199it.com/archives/643923.html.(in Chinese)
[3]杜会敏.菜鸟驿站现状及发展对策分析[J].全国流通经济,2017(28):14-15.DU Huimin.Analysis on the present situation and development countermeasures of rookie station[J].National Circulation Economy,2017(28):14-15.(in Chinese)
[4]中华人民共和国邮政局.2016年度快递市场监测报告[R].2017.Post Office of People's Republic of China.2016 annual express market monitoring report[R].2017.(in Chinese)
[5]王志强.基于用户满意度的B2C电子商务物流配送对策研究[D].昆明:昆明理工大学,2017:30-45.WANG Zhiqiang.Research on logistics distribution countermeasures of B2C electronic commerce based on user satisfaction[D].Kunming:Kunming University of Science and Technology,2017:30-45.(in Chinese)
[6]谭如诗,徐逸伦,陈栋,等.城市居民快递自提行为空间研究---以南京市城区菜鸟驿站为例[J].世界地理研究,2016(5):111-120.TAN Rushi,XU Yilun,CHEN Dong,et al.Research on the spatial distribution of pickup points from the perspective of residents'behavior[J].World Geography Research,2016,25(5):111-120.(in Chinese)
[7]马丽丽.电子商务环境下高校快递终端配送模式研究[D].北京:北京邮电大学,2016:33-48.MA Lili.Research on the distribution mode of express terminal in colleges and universities under the environment of electronic commerce[D].Beijing:Beijing University of Posts and Telecommunications,2016:33-48.(in Chinese)
[8]王娜,李霞,徐红英.社会网络分析之社区发现研究[J].深圳大学学报理工版,2014,31(1):35-42.WANG Na,LI Xia,XU Hongying.Community discovery research of social network analysis[J].Journal of Shenzhen University Science and Engineering,2014,31(1):35-42.(in Chinese)
[9]PEREIRA C G.Technological cooperation network in biotechnology[J].Innovation&Management Review,2018,15(4):416-434.
[10]吴磊,汪祖柱.基于社会网络分析的微博用户研究[D].合肥:安徽大学,2014:24-29.WU Lei,WANG Zuzhu.Research on microblog users based on social network analysis[D].Hefei:Anhui University,2014:24-29.(in Chinese)
[11]班子琦.阿里巴巴“菜鸟驿站”存在的问题及对策分析[J].劳动保障世界,2016(30):53-54.BAN Ziqi.Analysis on the problems and countermeasures of Alibaba's rookie station[J].Lao Dong Bao Zhang ShiJie,2016(30):53-54.(in Chinese)
[12]孙萍,赵海艳.我国网络政治生态研究:基于社会网络分析视角[J].深圳大学学报人文社会科学版,2017,34(4):71-76.SUN Ping,ZHAO Haiyan.Research on network political ecology in China:a perspective based on social network analysis[J].Journal of Shenzhen University Humanities and Social Sciences,2017,34(4):71-76.(in Chinese)
[13]肖凤,李勇.基于社会网络挖掘的网购虚拟社区网络分析[D].重庆:重庆大学,2010:24-36.XIAO Feng,LI Yong.Analysis of virtual community network of online shopping based on social network mining[D].Chongqing:Chongqing University,2010:24-36.(in Chinese)
[14]贵佳琳,李永先.基于UCINET的虚拟学习社区可视化分析[J].电子商务,2016(7):67-69.GUI Jialin,LI Yongxian.Visualization analysis of virtual learning community based on UCINET[J].Electronic Commerce,2016(7):67-69.(in Chinese)
[15]朱玥,杨永生.多维量表分析法在留学生汉语名量词学习过程研究中的应用[D].北京:北京语言大学,2008:3-8.ZHU Yue,YANG Yongsheng.Application of multidimensional scale analysis in the study of the learning process of Chinese famous quantifiers for international students[D].Beijing:Beijing Language and Culture University,2008:3-8.(in Chinese)