摘要
物流服务的顾客满意度是B2C企业的核心竞争力之一。文章研究中国环境下B2C网络购物中物流服务的顾客满意度模型。研究结果表明,订购质量和交付质量对顾客满意度有显著的正向影响,沟通质量和售后处理质量对顾客满意度的影响不显著。
Customer satisfaction to logistics service is now considered as one of the B2C enterprise＆#39;s core competitiveness .T his paper conducts an empirical research on the model of customer satisfaction to logistics service in B2C online shopping in China .The results show that ordering quality and delivery quality have a significant positive effect on customer satisfaction ,while communication quality and post-sales service quality have no obvious influence on customer satisfaction .
出处
《合肥工业大学学报（社会科学版）》
2014年第1期31-38,共8页
Journal of Hefei University of Technology(Social Sciences)
基金
国家自然科学基金(71301040
70871032)
安徽省人文社科重点研究基地重点项目(SK2013A148)
合肥工业大学博士科研启动专项(2012HGBZ0186)
安徽省优秀青年人才基金项目(2011SQRW107)
关键词
B2C网络购物
物流服务
顾客满意度
B2C online shopping
logistics service
customer satisfaction
