快递服务质量对消费者企业认同感的影响研究

Research on Impact of Express Service Quality on Consumer Corporate Identification

随着交通、通信网络等的发展,快递业的发展越来越趋向成熟,快递产业的效率也越来越高。文章从服务质量的角度出发,探讨了快递企业的服务质量对消费者企业认同感的影响问题。首先根据相关的文献确定快递服务质量的5个维度和消费者企业认同感的测量题项,然后用Spss19.0和Amos17.0进行分析,得出结论:快递服务质量的可靠性、保证性、响应性和移情性4个维度正向影响消费者企业认同感,最后提出具体的建议来强化企业与顾客的联系,提升企业的竞争力。

The development of express industry is becoming more and more mature and also the efficiency of express delivery in- dustry is becoming highly with the development of traffic, communication network and so on this paper explores the impact of ex- press service quality on consumer corporate identification from the perspective of service quality. Firstly, express perceived service are summarized to five dimensions and the measurement item of consumer corporate identification are confirmed; then, using Spss19.0 and Amos17.0 to analysis it; the conclusions are summarized as following： reliability, assurance, empathy and responsive- ness of express perceived service can affect consumer corporate identification; finally, we put forward some specific suggestions to strengthen ties of enterprise and consumer and enhance the competitiveness of enterprises.