快递服务质量与顾客再次购买意愿关系实证研究——基于顾客信任的中介作用

Empirical Research on the Relations between Online Shopping Customer Perceived Service Quality and Customer Repurchase Intention

构建快递企业形象、快递服务时效性、快递服务柔性、快递人员专业性和快递失误及时补救性等五个维度及影响路径分析,对原有的SERVQUAL量表的指标进行了测量并予以修正。研究发现,在顾客形成对电子商务企业做出再次购买意愿的快递服务维度中,快递企业服务的时效性及快递企业失误及时补救性的影响更强;顾客信任在影响顾客再次购买意愿的过程中起到部分的中介作用。

This paper constructs a mode of five dimensions including timeliness of the express delivery service,flexibility of the express delivery service,professionalism and timely mistake remedies,and its influencing path to research express delivery companies.The research puts forward that the timeliness and timely mistake remedies have stronger effects on e-commerce customers＇ recognition of the express service than other factors,which also have stronger effects on the customer repurchase intention,and customer trust plays an intermediary role in influencing customer repurchase intention.