基于客户满意度的襄阳市高校快递服务质量分析
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摘要
电子商务与快递物流协同发展的理念不断深化,提升用户体验,满足网购消费者的需求不断高涨,快递服务质量开始被越来越多人重视。以高校快递服务质量作为研究对象,结合襄阳市4所高校校园快递服务的现状,构建影响高校快递服务质量的指标体系:便捷性、可靠性、专业性、反应性、创新性,并对各指标与客户满意度之间的关系作出假设,利用spss22. 0进行信度分析、效度分析、相关分析、回归分析并检验假设。研究结果表明,高校快递服务质量的指标都与客户满意度显著正相关,但对客户满意度影响程度不同,将指标按照重要程度排序依次为:反应性、可靠性、专业性、创新性、便捷性,其标准化系数依次为0. 401、0. 341、0. 271、0. 233、0. 219。
With the development of e-commerce and express logistics synergy concept deepening,improving the user's experience and meeting the needs of online consumers has grown,the quality of express service is getting more and more attention. Based on the express delivery service quality in colleges as the research object,combined with the current situation of campus express service in 4 universities in Xiangyang city,the paper builds college express service quality index system:convenience,reliability,professionalism,responsiveness and innovation,and makes assumptions about relationships between index and customer satisfaction. Then use SPSS 22. 0 to conduct reliability analysis,validity analysis,correlation analysis,regression analysis and test hypotheses. Research results indicate that the indexes of express service quality in colleges are positively correlated with customer satisfaction. But the degree of impact on customer satisfaction is different,ranking the indices in order of importance: reactivity,reliability,professionalism,innovation,convenience,the standardized coefficients are 0. 401,0. 341,0. 271,0. 233,0. 226.
With the development of e-commerce and express logistics synergy concept deepening,improving the user's experience and meeting the needs of online consumers has grown,the quality of express service is getting more and more attention. Based on the express delivery service quality in colleges as the research object,combined with the current situation of campus express service in 4 universities in Xiangyang city,the paper builds college express service quality index system:convenience,reliability,professionalism,responsiveness and innovation,and makes assumptions about relationships between index and customer satisfaction. Then use SPSS 22. 0 to conduct reliability analysis,validity analysis,correlation analysis,regression analysis and test hypotheses. Research results indicate that the indexes of express service quality in colleges are positively correlated with customer satisfaction. But the degree of impact on customer satisfaction is different,ranking the indices in order of importance: reactivity,reliability,professionalism,innovation,convenience,the standardized coefficients are 0. 401,0. 341,0. 271,0. 233,0. 226.
引文
[1]杨从平,秦小辉,杨丽英.我国快递市场发展现状分析及对策[J].物流科技,2018(1):68-72.
[2] FOENELL C,BRYANT B E. The American Customer Satisfaction Index:Nature,,Purpose,and Findings.[J]Journal of Marketing,1996,60(4):7-18.
[3]Fornell C. A National Customer Satisfaction Barometer:The Swedish Experience[J]. Journal of Marketing,1992,56(1):6-21.
[4]Park Y,Choi J K,Zhang A. Evaluating competitiveness of air cargo express services[J]. Transportation Research Part E Logistics&Transportation Review,2009,45(2):321-334.Holmlund M,Harju T. Consumer perception of e-service quality[J]. Ekonomiska Samfundets Tidskrift,2010,63(1):5-12.
[5]刘文丽,叶晓飞,郑彭军,等.基于满意度分析的校园快递优化策略——以宁波大学为例[J].宁波大学学报(理工版),2018(1):116-120.
[6]郑兵,金玉芳,董大海,等.中国本土物流服务质量测评指标创建及其实证检验[J].管理评论,2007,19(4):49-55.
[7]邱铭佳,戴晓震.快递业客户满意度研究——以温州大学城为例[J].现代商贸工业,2018(6):43-45.
[8]刘仁军,何锌,汪琪.武汉高校校园快递服务现状调查分析[J].物流工程与管理,2015(3):145-150.
[9]毛凤莲,徐惠,徐银风.从顾客满意度分析科研成果评价与质量控制[J].科研管理,2013(s1):349-353.
[2] FOENELL C,BRYANT B E. The American Customer Satisfaction Index:Nature,,Purpose,and Findings.[J]Journal of Marketing,1996,60(4):7-18.
[3]Fornell C. A National Customer Satisfaction Barometer:The Swedish Experience[J]. Journal of Marketing,1992,56(1):6-21.
[4]Park Y,Choi J K,Zhang A. Evaluating competitiveness of air cargo express services[J]. Transportation Research Part E Logistics&Transportation Review,2009,45(2):321-334.Holmlund M,Harju T. Consumer perception of e-service quality[J]. Ekonomiska Samfundets Tidskrift,2010,63(1):5-12.
[5]刘文丽,叶晓飞,郑彭军,等.基于满意度分析的校园快递优化策略——以宁波大学为例[J].宁波大学学报(理工版),2018(1):116-120.
[6]郑兵,金玉芳,董大海,等.中国本土物流服务质量测评指标创建及其实证检验[J].管理评论,2007,19(4):49-55.
[7]邱铭佳,戴晓震.快递业客户满意度研究——以温州大学城为例[J].现代商贸工业,2018(6):43-45.
[8]刘仁军,何锌,汪琪.武汉高校校园快递服务现状调查分析[J].物流工程与管理,2015(3):145-150.
[9]毛凤莲,徐惠,徐银风.从顾客满意度分析科研成果评价与质量控制[J].科研管理,2013(s1):349-353.