物流服务对消费者购后行为的影响.docx

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物流服务对消费者购后行为的影响

摘要

当前现代网络发展迅猛，网络购物成为人们的日常生活方式。随着物流快递企业、电商企业的日益崛起并快速发展，物流服务成为企业与消费者衔接的一座桥梁。消费者们越来越注重物流服务，在现在竞争强大的市场里，物流服务将会成为企业在市场上站稳脚步的重要部分之一。而消费者的购后行为影响到企业在市场上的拓展，一个企业只有消费者消费，并且能够让消费者感到满意才能站立起来。本文就将顾客满意作为中介因素，探究物流服务对消费者的购后行为的影响。我通经过文献的研究以及梳理，建立起物流服务对消费者购后行为的影响框架模型，并以此提出假设。其次，根据模型框架设立题项内容并进行问卷调查，并将收集到的问卷调研数据，利用SPSS软件工具，对该框架模型做出相关性的分析，并且利用逐步回归分析法对此模型和假设进行验证，最后得出相关的结论。

关键词：物流服务质量；顾客满意；购后行为

Theinfluenceoflogisticsservicequalityonconsumersbehaviorafterpurchase

Abstract

Nowadays,withtherapiddevelopmentofmodernInternet,itbecomesveryregularforpeopletoshopOnline.Withtherapiddevelopmentofexpressandlogisticsenterpriseenterprisesandcommerceenterprises,logisticsservicehasbecomeabridgebetweenenterpriseswithconsumers.Consumersincreasinglyfocusonthequalityoflogisticsservice.Intheincreasinglyfiercemarket,logisticsservicehasbecomeanimportantpartofenterprisesfootholdinthemarket.Thebehaviorofconsumersafterpurchaseaffectstheexpansionofenterprisesinthemarket.Onlywhenconsumerspayalotandfeelsatisfied,maycompaniesflourishgreatly.Inthispaper,thecustomersatisfactionasintermediaryfactorstoexplorethelogisticsserviceinfluenceonconsumerspost-purchasebehavior.Throughliteratureresearchandcarding,thispaperestablishesweformulateamodeloftheimpactoflogisticsservicesonpostpurchasebehaviorofconsumers,andputsforwardassumptions.Secondly,onthisbasis,accordingtothemodelframeworksetupitemcontentandquestionnaireinvestigation,andwillbecollectedbythequestionnairesurveydata,usingSPSSsoftwaretools,makeacorrelationanalysisontheframeworkmodel,andusingthestepwiseregressionanalysismethodforvalidationofthismodelandassumptions,Finally,wedrawaconclusion.

Keywords:logisticsservicequality;customersatisfaction;postpurchasebehavior

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摘要 I

Abstract II

第一章物流服务