基于PLS结构方程模型的校园快递顾客满意度实证研究

Empirical Study on Customer Satisfaction of Campus Express Delivery Services Based on PLS-SEM

为解决校园快递顾客满意度问题,在SERVQUAL理论和LSQ模型基础上,结合顾客满意理论以及校园快递具有的典型特征,对校园快递顾客满意度产生影响的关键因素进行总结归纳,建立了校园快递顾客满意影响因素理论模型,并运用PLS结构方程模型进行实证。结果表明,校园物流企业要提高顾客满意度,不仅要为顾客提供准确及时的物流信息,而且从信息安全角度入手不侵犯顾客隐私、不泄露顾客的个人信息和资料,同时安全、准时地运送邮件和包裹也是评价顾客满意度的一个标准。

In this paper, based on the SERVQUAL theory and the LSQ modal, and in light of the customer satisfaction theory and the typical characteristics of the campus express delivery service, we summarized the key factors influencing the satisfaction of the customers to the campus express delivery services, built the corresponding theoretical model and used the PLS-SEM for its solution. The result indicated that timely and accurate logistics information presentation, respect for customer privacy and information safety and the timely and safe delivery of the mails and parcels were all important standards regarding the satisfaction of the customers.