快递业务顾客忠诚度研究-企业管理专业论文.docxVIP

I I II II 摘 要 论文题目：快递业务顾客忠诚度研究 学科专业：企业管理 研 究 生：薛峰 签 名： 指导教师：徐瑞平 副教授 签 名： 摘要 物流快递行业已经成为新经济时代发展密切相关的行业。2014 年是我国的物流快递 行业迅速发展的一年，随着电子商务的不断发展，贸易模式发生了巨大的改变，物流快递 业已成为拉动中国经济的一匹“黑马”，以星火燎原之势迅速在全国漫延。各物流公司已经 之间打响了竞争之战。如何培养新的顾客群，提升顾客对物流企业的信任度与忠诚度，已 成为物流快递企业营销的重点。 本文首先说明了研究目的和意义、研究方法、研究框架，接着对快递行业相关理论进 行了整理分析，同时对快递行业市场现状进行了分析，在此基础上得出了快递业务顾客忠 诚的形成。接在在论文第四章并结合之前的分析提出了快递行业顾客忠诚度影响因素的模 型，并采用问卷调查收集数据，对问卷进行筛选，并对收集的数据运用 SPSS19.0 进行了 信度效度分析，相关分析，回归分析证明了模型的成立与否，并根据数据对模型进行了修 正。 研究结果显示：感知价值，服务质量，企业品牌势和顾客满意存在正相关关系，感知 价值，顾客信任，顾客满意和顾客忠诚之间有这正相关关系，顾客信任对快递行业顾客忠 诚没有正向影响。本文研究的结果可以有助于快递行业提高顾客忠诚度，增加忠诚顾客。 关键词:快递业务；顾客忠诚；顾客满意；感知价值；企业品牌势 西安理工大学硕士学位论文 III III Abstract Title：Research of Express Service Customer loyalty Major：Business Administration Name：feng XUE Signature： Supervisor：Associate Prof. ruiping Xu Signature： Abstract Express transportation industry has become more and more important in new economy times. In china, express transportation industry develops so fast,it has became one of Chinas economic dark horse in order to drive economic growth. They are competing intensely between all the express transportation company. How to create new customers, improve customer trust and loyalty to these company has became the focus thing in marketing of these company. Paper describe the purposes and meaning of research, method of research,frame of research, then i sort out the theory of customer loyalty, with analysing market status of express and transportation industry, i proposed customer loyalty effects factors model of express industry in paragraph four, and used questionnaire to collect the data, and filter the questionnaire , use the SPSS19.0 to analyze the reliability and validity of data, correlation and regression analysis of data, and according to data i test and verify the model of customer loyalty. The results show that: the perceived value, the service quality, the brand potential have positive correlation with the customer satisfaction, customer trust, customer satisfaction and perce