基于结构方程模型的快递行业顾客满意度研究  

Study on Customer Satisfaction of Express Industry Based on Structural Equation Model

作　　者：范丽先[1] 尹静波[2] 王兟[1] 

机构地区：[1]上海大学管理学院,上海200444 [2]上海交通大学船舶海洋与建筑工程学院,上海200240

出　　处：《物流技术》2015年第4期111-113,共3页Logistics Technology

基　　金：国家自然科学基金(71302052);上海市浦江人才计划项目(14PJC070);上海高校教师青年教师培养资助计划

摘　　要：采用结构方程模型对理论模型进行验证。研究结果显示,顾客消费期望对满意度的影响最大,且成负向关系。除直接影响外,其还通过快递企业服务流程和顾客价值感知间接影响顾客满意度。In this paper, we adopted the structural equation model to verify the hypothetical model. The results showed that the customer consumption expectation had the most influence on the customer satisfaction and they were in a negative relationship. In addition to the direct influence of customer consumption expectation, the customer satisfaction was indirectly affected by the service processes of express enterprises and the value perception of the customers.

关 键 词：快递行业 顾客满意度 结构方程模型 

分 类 号：F252.24[经济管理—国民经济] F224