摘要
近年来网购快递的顾客满意度并不高,顾客对快递服务质量的申诉屡见不鲜。通过对网购消费者的风险感知及影响网购快递服务满意度、网购快递服务质量的申诉问题分析,便于提高快递服务的顾客满意度。
In recent years,online shopping courier customer satisfaction is not high,and the complaint on customer service quality of the express is common. Through the analysis on the risk perception of online consumer,factors affecting online shopping courier service satisfaction and complaint of online shopping courier service quality,which is easy to improve the courier service customer satisfaction.
出处
《黑龙江科学》
2017年第12期126-127,共2页
Heilongjiang Science
基金
吉林省教育厅项目"基于客户满意度的民营快递业研究"(吉教科文合字[2016]第552号)
关键词
网购
快递服务
顾客满意度
影响因素
Online shopping
Courier service
Customer satisfaction
Influencing factors
