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传统快递物流服务研究,主要针对服务质量对顾客满意度的影响,缺少服务环节中的关键维度和服务质量的关键因素分析。因此,论文引入服务接触理论,将感知服务质量分为企业接触、商品接触、物流员工接触三个服务接触维度,构建快递物流服务满意度的结构方程模型,明确了服务质量对顾客满意度的重要性及其关键作用因素。以顺丰快递为例,运用AMOS软件对快递物流服务满意度的结构方程模型进行实证检验,结果表明该模型能较好反映快递物流服务要素对顾客满意度的影响路径。感知服务质量、感知价格、顾客期望对顾客满意度的影响依次降低,商品接触是改善感知服务质量的关键环节。
Abstract：Traditional express logistics service research mainly focuses on the impact of service quality on customer satisfaction, lack of the key dimensions in service links, and the analysis of key factors of service quality. Therefore, the study introduces the service contact theory and divides the perceived service quality into three service contact dimensions: business contact, product contact, and logistics staff contact. It constructs a structural equation model of express logistics service satisfaction, which clarifies the importance of service quality to customer satisfaction and its key factors. Taking SF Express Logistics as an example, the model is tested using AMOS software. The results indicate that the model can better reflect the relationship between express logistics service elements and customer satisfaction. The impact of perceived service quality, perceived price, and customer expectation regarding customer satisfaction decreases in turn, and commodity contact is the key to improve perceived service quality.
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基本信息:
中图分类号:F259.2;F274;F224
引用信息:
[1]吴刚,陈杰,陈鑑,等.基于结构方程模型的快递物流服务满意度研究[J],2019,17(04):1-8.
基金信息:
国家哲学社会科学基金（13BJY058）;; 教育部人文社科基金（15YJA790064）