末端配送中自提模式的消费者满意度分析和对策研究——以烟台市为例

Analysis of Consumer Satisfaction and Countermeasures of Express Self-pick-up Mode——Taking Yantai City as an Example

近年来,网购给物流业带来井喷发展的同时也带来了巨大配送压力,自提服务则是完善快递配送最后环节的重要举措。由于自提服务直接面向消费者,消费者对自提模式的满意度直接影响了他们的选择意愿和自提点的未来发展规划。基于消费者满意度的重要性,以山东省烟台市市区的自提点为例并将安全性、便捷性和服务质量为自提点服务满意度的衡量尺度,对市区自提点进行实地调查并对附近居民进行关于自提模式的满意度调查。最后收集和整理样本数据,从消费者角度挖掘现有的自提模式在满意度方面的突出问题,结合各个年龄段消费者的数据特点,识别出影响自提点的服务满意度水平的潜在因素,并为相关服务供应商优化自提点运营模式提供安全性、便捷性以及服务质量方面的参考建议。

Self-pick-up service is an important measure to improve the last link of express delivery and directly oriented to consumers. Their satisfaction with this mode affects their willingness to choose and the future development plan of self-pick-up points. Based on the importance of consumer satisfaction, this paper takes the pick-up points in downtown Yantai, Shandong Province, as an example, and takes safety, convenience and service quality as the measures of satisfaction of pick-up point services. Finally, in order to identify the potential factors affecting the level of service satisfaction of the points and provide reference suggestions for the relevant service providers, the sample data was collected and collated to explore the problems of the existing self-pick-up mode from the perspective of consumers, and also combined the data characteristics of consumers of different age groups.