基于SPSS统计法下校园快递的顾客满意度调查分析  

Investigation and Analysis of Customer Satisfaction of Campus Express Based on SPSS Statistical Method

作　　者：李平[1] LI Ping(School of Economics and Management,Yibin University,Yibin 644000,China)

机构地区：[1]宜宾学院经济与管理学院

出　　处：《物流工程与管理》2020年第2期141-144,共4页Logistics Engineering and Management

基　　金：四川省教育厅项目(NO.14SB0200)

摘　　要：随着“互联网+”的快速发展,电子商务下的网购需求越来越大,支撑电商稳步前进的物流快递业随之日新月异。网购服务的内容主要表现为“线上”和“线下”两方面,学生群体作为网购团体的主力军,他们对物流的满意度评价决定了物流快递公司未来发展的方向。针对“线下”服务,通过对高校学生个别访谈、问卷调查等手段获取数据,运用SPSS统计分析当中的因子分析法、信度分析法、回归分析法、方差分析法对校园快递物流的顾客满意度进行了实证分析,得出了顾客对校园快递业在质量因素、稳定因素和便利因素的满意度普遍偏低的结论,并针对校园快递业提出了改善末端服务团队,整合和规范末端代理的建议,这对现代快递业健康发展具有重要的现实意义。With the rapid development of“Internet+”,the demand for online shopping under e-commerce is getting bigger and bigger,and the logistics and express delivery industry,which supports the steady progress of electric business,is changing with each passing day.The contents of the online shopping service mainly shows for the“online”and“offline”two aspects.The student groups are as for the main force of online shopping groups,which their evaluation of logistics satisfaction influence on the logistics company s future development direction.In this paper,according to the“offline”service,through the students of individual interviews,questionnaires and other means to obtain data.The factor analysis method,reliability analysis method,regression analysis method and variance analysis method of SPSS statistical analysis were used to analyze the customer satisfaction of campus express logistics.It is concluded that the satisfaction of the customers of quality factor,stability factor and convenience factor of the campus express is generally low.It is of great practical significance for the development of modern express industry to improve the terminal service team,to integrate and standardize the proposal of the terminal agent.

关 键 词：校园快递 SPSS统计法 顾客满意度 

分 类 号：F252[经济管理—国民经济]