基于SEM的物流企业顾客满意度测评

Measurement of Customer Satisfaction of Logistics Enterprises Based on SEM

分析了物流企业顾客满意度影响因子,根据影响因子和结构方程模型测量指标建立了物流企业顾客满意度测评模型,通过分析顾客满意度调查问卷的信度和效度,确定顾客满意度结构方程模型的合理性和准确性,利用AMOS软件对模型的参数进行了估计和拟合,效果较好。结果表明,顾客期望、感知价值与顾客满意度分别呈负相关和正相关,顾客满意度对顾客忠诚的正相关作用要大于顾客抱怨。

In this paper, we analyzed the factors influencing the customer satisfaction of logistics enterprises, then established the corresponding customer satisfaction measurement model of the logistics enterprise, verified the validity and accuracy of the model by analyzing the reliability and validity of the customer satisfaction questionnaire, then used the AMOS software to estimate and approximate the parameters of the model, and at the end, found that the customer expectation and perceived value were negatively and positively correlated to the customer satisfaction respectively and the positive correlativity of the customer satisfaction with the customer loyalty was more significant than that with the customer complaint.