基于网上消费者风险的快递服务满意度分析

Delivery Service Evaluation System Based on Online Consumers Risk

针对近年来我国网购流程中引发的消费者网购带来的风险问题,研究了服务质量与网购消费者风险感知的关系,对提高顾客满意度和电子商务服务的成功率有较为重要的意义。根据我国网上消费者风险感知模型建立快递服务质量评价指标体系,利用卡诺模型采用问卷调查法,对网上消费者快递服务风险重要度评价与各快递服务指标的满意度、重要性评价及其差值进行了测评和对比分析,在数据分析的基础上提出了我国快递服务质量值得引起重视的几个问题。

Aiming at the risk aroused by online shopping in recent years,the relationship of delivery service quality and risk perceptions of network consumers was discussed. It was of great significance to increase customer satisfaction and the success rate of electronic commerce services. The delivery service evaluation system was set up based on online consumers risk perception model. Then the importance degree of delivery service risk elements of online consumer and the difference between importance degree and satisfaction degree of delivery service were both tested and estimated with the Kano model and structured questionnaires. Finally the two kinds of testing results above were contrastively analyzed to bring up some problems that are worth our attention and focus on delivery service of our country.