城市配送服务质量、供应商—顾客关系与顾客满意度关系模型——基于北京市的实证研究

The Model on Service Quality,Supplier-Customer Relationship and Customer Satisfaction in City Distribution

随着城市物流的快速发展,城市配送服务质量日益成为顾客满意度的重要影响因素。为了研究城市配送服务质量(SQ)对供应商--顾客关系(SCR)和顾客满意度(CS)的影响程度,构建了一个概念结构方程,说明了三者之间直接和间接的相互作用,并根据在北京开展的实证研究对该模型进行了验证。结果表明,SQ对SCR和CS有显著而直接的影响,SQ通过SCR还对CS产生间接影响,而SCR与CS之间有显著而直接的相互影响。SQ的五个维度中对SQ影响最显著的维度是响应性,最不显著的维度是有形性。

With the rapid development of city logistics,service quality in city distribution has become an important factor impacting customer satisfaction.A conceptual structural equation model is proposed to investigate the influence degree among service quality（SQ）,supplier-customer relationship（SCR）and customer satisfaction（CS）in city distribution,which can demonstrate their direct and indirect effects on one another.An empirical study is conducted in Beijing and the collected survey data are used to verify the proposed model on the three factors.The result shows that SQ has a direct and significant impact on SCR and CS.In addition,SQ has an indirect influence on CS via SCR,and there is a direct and significant mutual impact between SCR and CS.Among the five dimensions of SQ,the most significant dimension is the responsiveness and the least significant one is the tangibility.