摘要
外卖O2O的出现极大便捷了人们的生活,伴随消费者的需求不断提高,外卖配送质量愈加受到人们的关注。文中从消费者的视角出发,基于SERVQUAL模型建立外卖配送服务质量评价体系,评价指标分别为服务可靠性、响应性、经济性、便利性、移情性。采用SPSS软件对问卷调查数据展开分析,最终得出消费者满意度和五个指标间的多元回归方程并且提出外卖配送服务改进建议。
The appearance of take-out O2O facilitates people's lives greatly.As the demand of consumers continues to increase,the quality of take-away delivery services has received more attention.The paper starts from the perspective of consumers and establishes a delivery service quality system based on SERVQUAL model,which incudes service reliability,responsiveness,economy,convenience and empathy.Using SPSS software to do statistical analysis on the survey data and finally obtain the multivariate regression equation between consumer satisfaction and five indicators,some suggestions for improvement of delivery were proposed in the end.
作者
聂枫
丁胜
NIE Feng;DING Sheng(Nanjing Forestry University,Nanjing 210037,China)
出处
《物流工程与管理》
2020年第5期59-61,共3页
Logistics Engineering and Management
基金
2019年南京林业大学校级创新实践项目“基于新生代农民工企业年金制度的设计”(编号2019NFUSPITP0975)。
关键词
外卖配送
服务质量
消费者满意度
回归分析
takeaway delivery
service quality
consumer satisfaction
regression analysis
