基于AMOS模型的快递员失信行为研究

Discreditable Behavior Research of Express Delivery Members Based on AMOS Model

快递业是服务业的重要组成部分,在社会中作用日益显著。随着电子商务产业的发展迅速,国内消费者的快递需求量急剧增加,从而使得快递业发展迅速。当前快递业有很多问题,其中最严重的问题是快递员失信行为严重,导致消费者投诉率日益升高,因此急需改善快递员失信行为。文章以快递员作为研究切入点,通过计划行为理论与快递员失信行为相结合,加入AMOS模型找出失信行为影响因素,并提出相应的建议,以期改善快递员失信行为。

The express delivery industry,as one of the most vital components in e-commerce,is playing an increasingly important role in our society.With the rapid development of e-commerce industry,the demand of express delivery service from consumers has drastically increased nationwide and the enterprise development of express delivery flourishes.There are plenty of disadvantages in express delivery service.One of the most serious problems lies in its discreditable behaviors such as shirking responsibilities after the damage or loss of delivery items,which leads to increased rates of complaints from consumers.It is a matter of urgency to improve the discreditable behaviors in express delivery service.This thesis takes the members in express delivery service as the starting point to analyze their discreditable behaviors based on the theory of planned behavior and AMOS structural equation software so that a model of discreditable behaviors of express delivery members can be established.This thesis provided great significance in fundamentally discouraging any future occurrences of discreditable behaviors.