外卖快递服务质量对消费者满意度的影响实证研究

An Empirical Study on the Influence of Take-out Delivery Service Quality on Customer Satisfaction

为了研究外卖快递服务的消费者满意度,文章基于价值感知理论和外卖快递服务质量,构建外卖快递服务消费者满意度研究模型,并且通过调查问卷收集数据,借助SPSS和Smart PLS进行统计分析和假设检验。研究表明,外卖快递服务的及时性、便利性、安全性和可靠性显著影响用户的功能价值和享乐价值,进而影响用户的满意度。研究结果对于提高外卖快递服务质量和消费者满意度具有重要作用。

In order to research customer satisfaction of take-out delivery service.This paper constructs a research model of customer satisfaction of take-out delivery service based on the perceived value theory and quality of delivery service,and data are collected through questionnaires.Statistical analysis and hypothesis test are conducted used the SPSS and Smart PLS.Research results shows that,the timeliness,convenience,security and reliability of take-out delivery services significantly affect the utilitarian value and hedonistic value of users,thereby affecting users'satisfaction.The research results play an important role in improving the quality of take-out delivery service and consumer satisfaction.