物流管理-智能快递柜寄件服务质量对消费者满意度的影响论文.docxVIP

智能快递柜寄件服务质量对顾客满意度影响研究 【摘要】随着电商和快递行业的飞速发展，快递柜行业业务量激增。面对巨大业务增长，快递柜行业面临着客诉率高和盈利难的问题。而我国关于智能快递柜寄件服务质量研究非常少。因此，研究在智能快递柜物流服务质量是如何影响顾客满意度是很有必要的。 本文首先在回顾国内外相关研究的基础上，结合智能快递柜寄件的特点，总结出有形性、可靠性、经济性、便利性、移情性五个维度来评估快递柜寄件物流服务质量，并以此开发出基于智能快递寄件服务质量的顾客满意度调查问卷。然后，在上述分析的基础上，提出本文的假设和构建理论模型。最后，收集数据后运用SPSS21.0软件对数据进行分析，根据分析结果对假设进行验证，并得出研究结论。 经过研究后，本文认为：智能快递柜寄件服务质量与顾客满意度存在正相关关系；智能快递柜寄件服务质量的有形性、便利性、移情性与顾客满意度存在显著正向关系；智能快递柜寄件服务质量的经济性、可靠性与顾客满意度没有显著的相关关系。 【关键词】智能快递柜；物流服务质量；顾客满意度  Research on the influence of service quality of intelligent express cabinet on customer satisfaction [Abstract] With the rapid development of e-commerce and express industry, the business volume of express cabinet industry has increased sharply. Facing the huge business growth, the express cabinet industry is facing the problems of high customer complaint rate and difficult to make profits. However, there are few researches on the service quality of intelligent express cabinets in China. Therefore, it is necessary to study how the logistics service quality of intelligent express cabinet affects customer satisfaction. First of all, based on the review of relevant research at home and abroad, combined with the characteristics of intelligent express delivery cabinet, this paper summarizes five dimensions of tangibility, reliability, economy, convenience and empathy to evaluate the logistics service quality of express delivery cabinet, and develops a customer satisfaction questionnaire based on the service quality of intelligent express delivery. Then, on the basis of the above analysis, the hypothesis and theoretical model are proposed. Finally, after collecting the data, spss21.0 software is used to analyze the data, and the hypothesis is verified according to the analysis results, and the research conclusions are drawn. After the research, this paper believes that there is a positive correlation between the service quality and customer satisfaction; There is a significant positive relationship between the tangibility,