基于顾客感知的网购快递物流服务质量评价模型分析被引量：4

Evaluation Model of Service Quality of Express Logistics Service for Online Shopping Based on Customer Perception

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摘要为了提高网购快递物流服务质量,文章选取广西有代表性的、不同类型的快递物流企业为研究样本,以网购快递物流服务质量决定因素为主线,对服务质量、顾客满意、顾客信任等因素的相互关系进行研究,同时对快递物流服务补救这一干预变量的影响进行探讨。研究结果表明,网购快递物流服务质量与其决定因素之间关系方面具有普适性。 To improve service quality of express logistics service for online shopping,taking some representative,different types express logistics enterprises of Guangxi as the research sample,taking the factors that determine the online shopping express logistics service quality as the main line,the interrelations of the factors such as the service quality,customer satisfaction,customer trust and other leading factors were studied.At the same time,the effect of the online shopping express logistics service remedy(an intervention variable)was discussed.The results showed that the relationship between online shopping express logistics service quality and its determinants is universal.

作者花均南胡雪阳

机构地区桂林电子科技大学商学院

出处《大众科技》 2018年第11期113-115,共3页 Popular Science & Technology

基金广西教育厅科研资助项目(YB2014129) 广西哲社课题资助项目(17FJY009)

关键词服务质量网购快递物流 service quality online shopping express logistics

分类号 Q813.11 [生物学—生物工程]

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参考文献1

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