第三方物流服务补救模型构建及实证研究

Empirical Study on Establishment of TPL Service Remediation Model

在现有文献研究的基础上,改进了物流服务补救体系,提出了顾客导向的第三方物流企业服务补救模型。以快递行业为例,设计了调查问卷,通过对数据的统计分析,找出目前快递企业服务补救中存在的问题以及对顾客满意度影响最大的补救措施,并证明了顾客满意度对重购意愿和口碑评价有正向影响,对现有研究有一定的拓展和推动作用。

In this paper, on the basis of available literatures, we modified the current logistics service remediation system and proposed the customer-oriented service remediation model of the third party logistics enterprises. Then with the express delivery industry as the example, we designed the corresponding survey questionnaire, identified statistically the problems existing in the service remediation system of the express delivery enterprises as well as the remedial measures with the heaviest influence on customer satisfaction, and at the end, proved that customer satisfaction had positive influence on the repurchase willingness and word-of-mouth evaluation of the customers.