基于客户满意度的襄阳市高校快递服务质量分析

Analysis on the Quality of Express Service in Xiangyang City Based on Customer Satisfaction

电子商务与快递物流协同发展的理念不断深化,提升用户体验,满足网购消费者的需求不断高涨,快递服务质量开始被越来越多人重视。以高校快递服务质量作为研究对象,结合襄阳市4所高校校园快递服务的现状,构建影响高校快递服务质量的指标体系:便捷性、可靠性、专业性、反应性、创新性,并对各指标与客户满意度之间的关系作出假设,利用spss22. 0进行信度分析、效度分析、相关分析、回归分析并检验假设。研究结果表明,高校快递服务质量的指标都与客户满意度显著正相关,但对客户满意度影响程度不同,将指标按照重要程度排序依次为:反应性、可靠性、专业性、创新性、便捷性,其标准化系数依次为0. 401、0. 341、0. 271、0. 233、0. 219。

With the development of e-commerce and express logistics synergy concept deepening,improving the user's experience and meeting the needs of online consumers has grown,the quality of express service is getting more and more attention.Based on the express delivery service quality in colleges as the research object,combined with the current situation of campus express service in 4 universities in Xiangyang city,the paper builds college express service quality index system:convenience,reliability,professionalism,responsiveness and innovation,and makes assumptions about relationships between index and customer satisfaction.Then use SPSS 22.0 to conduct reliability analysis,validity analysis,correlation analysis,regression analysis and test hypotheses.Research results indicate that the indexes of express service quality in colleges are positively correlated with customer satisfaction.But the degree of impact on customer satisfaction is different,ranking the indices in order of importance:reactivity,reliability,professionalism,innovation,convenience,the standardized coefficients are 0.401,0.341,0.271,0.233,0.226.