快递行业顾客感知服务质量影响因素研究  

Research on the Influence Factors of Customer Perceived Service Quality in Express Industry

作　　者：张圣亮[1] 张晓萌[1] 

机构地区：[1]中国科学技术大学管理学院,安徽合肥230026

出　　处：《上海管理科学》2015年第3期55-59,70,共6页Shanghai Management Science

基　　金：国家自然科学基金项目"服务失误与补救研究"(70872101);国家自然科学基金重大合作研究项目"电子商务环境下的快速物流系统研究"(71110107024)

摘　　要：通过文献阅读、深度访谈和问卷调查,提炼出了影响快递公司服务质量感知的20个因素;通过探索性因子分析和验证性因子分析,将这20个因素归纳为5类。在主成分分析的基础上计算了这5类因素的权重,发现影响快递公司服务质量感知的因素从高到低依次是保证性、关怀性、方便性、可靠性和有形性。通过均值和回归分析,得出快递行业整体服务质量水平介于"一般"和"较好"之间,且各家快递公司服务质量水平存在明显差异。Through previous literature, in-depth interviews and questionnaire surveys, 20 factors influencing customers＇ service quality perception of courier companies were elicited. Then these factors were classified into 5 categories according to the exploratory and confirmatory factor analysis. Based on the principal component analysis, we calculated and weighed these 5 categories and found that the 5 categories which affected customers＇ service quality perception of courier company could be ordered in descending as follows： assurance, care, convenience, reliability and tangibles. Meanwhile, means and regression analysis were conducted. It was found that the overall level of courier industry service quality was between ＂normal＂ and ＂better＂ and there were significant differences in the various courier companies.

关 键 词：快递公司 顾客感知服务质量 影响因素 

分 类 号：C936[经济管理—管理学]