大学校园快递服务满意度结构方程模型

Structural Equation Model of University Campus Express Service Satisfaction

针对大学校园快递服务环节中关键因素对顾客满意度的影响及其之间的关系,构建了大学校园快递服务满意度影响因素评价指标体系。基于结构方程理论,构建了大学校园快递服务满意度影响因素分析模型,定量分析各影响因素对快递服务满意度的影响程度。结果表明:服务质量、企业形象、预期质量对满意度均具有显著的正向直接影响,而且其影响效应依次递减;经济性、便捷性、可靠性、安全性、补救性对服务质量均具有显著的正向直接影响,最关键因素是补救性。

In this paper,aiming at the impact of the key factors in the links of university campus express service on customer satisfaction and the relationship among the factors,we constructed an evaluation index system for the factors influencing university campus express service satisfaction.Based on the structural equation theory,we then set up an analytical model to measure quantitatively the factors affecting the satisfaction of express delivery services on university campus,the result of which showed that service quality,corporate image,and expected quality,in decreasing extent,all had significant positive direct impact on customer satisfaction;economy,convenience,reliability,safety,and remediability all had significant effect on service quality,the most critical one being remediability.