用户视角下的智能快递柜优化分析

Optimization Analysis of Intelligent Express Cabinet From User Perspective

基于美国满意度模型,构建了以感知期望、感知质量、感知价值和用户满意为潜变量的结构方程模型。以西安市未央区为案例区域,利用问卷调查收集数据,使用AMOS软件分析,模型结果表明:(1)感知质量对用户满意的总效应和直接效应均排在首位,且异常问题处理及时性、包裹储存安全度、卫生状况及位置便利度最为影响感知质量;(2)感知期望通过影响感知质量和感知价值间接对用户满意产生影响,且智能快递柜基本服务水平的期望是最影响感知期望的因素;(3)感知价值直接影响用户满意,且附加成本支出可接受度在感知价值因素中最重要。

Based on the American satisfaction model,a structural equation model with perceived expectation,perceived quality,perceived value and user satisfaction as latent variables is constructed.Weiyang District of Xi'an is the case area,data are collected by questionnaire survey,and the following results are obtained by AMOS software analysis the model.(1)Both the total and direct effects of perceived quality on user satisfaction rank first,and the timely handling of abnormal problems,package storage safety,health conditions and location convenience are the most important factors affecting perceived quality.(2)Perceived expectation has an indirect impact on user satisfaction by affecting perceived quality and perceived value,and the expectation of the basic service level of smart express cabinets is the most influential factor.(3)Perceived value directly affects user satisfaction,and the acceptability of additional costs is the most important factor in perceived value.