基于SEM的陕西省邮政速递客户满意度分析

The Analysis of Postal Express Customer Satisfaction In Shaanxi Province Based on SEM

在我国快递市场急速膨胀时期,陕西省邮政速递业务量却在下降。通过提供高质量物流服务提高客户满意度成为陕西省邮政速递生存和发展的关键。根据陕西省邮政速递的经营现状,构建客户满意度指标体系和调查问卷,参考中国客户满意度CCSI指数模型,构建陕西省邮政速递客户满意度SEM(结构方程)模型。样本数据进行效度和信度检验后,对陕西省邮政速递客户满意度进行实证分析。时效性满意度、服务质量、服务价格与客户满意度的路径系数分别为0.292、0.271和0.206,证明三个隐变量对陕西省邮政速递客户满意度均有显著正向影响。

In the period of rapid expansion of China＇s express delivery market, the postal express business has declined in Shaanxi province. Improving customer satisfaction has become the key measure to maintain and increase market for Shaaxi^s postal express. After analyzing postal express logistics business situation and competitors in the Shaanxi province, the questionnaire of Shaanxi postal express satisfaction is designed. Referencing China customer satisfaction index model CCSI, the author builds Shaanxi province postal express customer satisfaction （ SEM ） mod-el. Conducting validity and reliability test, postal express customer satisfaction in Shaanxi province has been empir-ically analyzed. According to the empirical results, it shows that prices, timely service level and quality of service have significant impact on Shaanxi postal express customer satisfaction. Timeliness satisfaction, quality of service, price and customer satisfaction path coefficients were 0. 292 , 0. 271 and 0. 206, which produce a great influence on Shaanxi province postal express customer satisfaction. Considering the three factors, some suggestions are put for-ward.