基于客户感知视角下的快递物流企业客户满意度研究

On Customer Satisfaction of Express Logistics Enterprises from Perspective of Customer Perception

如何在激烈的市场竞争环境下,满足客户多样化需求、提升客户满意度,是快递物流企业获得竞争优势的关键。文章基于客户感知视角,通过对客户进行问卷调查,利用STATA软件构建线性回归模型,得出影响快递物流企业满意度的影响因素,实证结果表明企业形象、服务质量、服务安全性、服务经济性均对客户满意度产生重要影响,其中服务经济性对满意度的影响程度最大,但是服务可靠性却对客户满意度未产生显著影响。

Based on the perspective of customer perception,this paper conducts a questionnaire survey on customers and uses STATA software to build a linear regression model to get the influential factors affecting the satisfaction of express logistics enterprises.The empirical results show that corporate image,service quality,service safety and service economy all have an important impact on customer satisfaction.Service economy has the greatest impact on customer satisfaction,but service reliability has no significant impact on customer satisfaction.