物流业服务质量与顾客满意度关系研究

Study on Relationship between Service Quality and Customer Satisfaction in Logistics Industry

通过阐述物流业服务质量研究现状,基于结构方程建立了物流业服务质量与顾客满意度的关系研究模型。以调查问卷收集到的信息作为原始数据,检验服务质量有形度、可靠度等五维度与顾客满意度的关系。研究结果显示,物流业服务质量五维度对顾客满意都有正向影响,可靠性和保证性维度对顾客满意度的影响较大,因此建议物流企业通过增强顾客信任度提高服务质量。

In this paper, through introducing the current status of the studies on logistics service quality and on the basis of the structural equation, we built the relational model of the service quality and customer satisfaction of the logistics industry and found that all five dimensions of the service quality of the industry had positive impact on customer satisfaction, among which, the dimensions of reliability and surety were most significant.