顾客忠诚视域下的民营快递企业服务质量提升策略研究——基于结构方程模型的实证分析  

Research on the Service Quality Improvement Strategies of Private Express Enterprises from the Perspective of Customer Loyalty——Empirical Analysis Based on Structural Equation Model

作　　者：黄小龙 胡永仕 许明星[2,3] HUANG Xiaolong;HU Yongshi;XU Mingxing(The Academic Affairs Office,Fujian University of Technology,Fuzhou 350118,Fujian,China;School of Traffic and Transportation,Fujian University of Technology,Fuzhou 350118,Fujian,China;Research Center of Logistics and Supply Chain Management,Fujian University of Technology,Fuzhou 350118,Fujian,China)

机构地区：[1]福建工程学院教务处,福建福州350118 [2]福建工程学院交通运输学院,福建福州350118 [3]福建工程学院物流与供应链管理研究中心,福建福州350118

出　　处：《西南科技大学学报（哲学社会科学版）》2020年第4期47-53,共7页Journal of Southwest University of Science and Technology:Philosophy and Social Science Edition

基　　金：教育部人文社科一般项目“供应链信息共享行为研究:解释水平与调节定向交互视角”(项目编号:19YJC630194);福建省本科高校一般教育教学改革研究项目“基于‘两教融合’思维的物流专业创新创业人才培养模式改革与实践”(项目编号:FBJG20190216)。

摘　　要：本文将影响快递服务质量的主要因素概括为服务产品、服务效率、服务价格、服务内容及服务保障等五大维度,并基于此构建我国民营快递企业服务质量与顾客忠诚的关系模型,同时利用结构方程模型对泉州、福州和厦门三市的697份样本数据进行分析,对理论模型和研究假设进行验证,并以实证研究结果为依据,为我国民营快递企业维持现有顾客、发展潜在顾客和建立稳定且庞大的顾客群体提供对策建议。This thesis divides the main factors influencing the express delivery service quality into five variables:service product,service efficiency,service price,service content and service guarantee,and designs a relational model of“private express enterprises’service quality and customer loyalty”.It analyzes 697 samples selected form Quanzhou,Fuzhou and Xiamen city using the structural equation model(SEM).The theoretical model and research assumptions are verified.In conclusion,this thesis provides countermeasures and suggestions for Chinese private express enterprises to maintain existing customers,develop potential customers and establish a stable and large customer group based on the empirical research results.

关 键 词：民营快递企业 快递服务质量 顾客忠诚 提升策略 

分 类 号：F253[经济管理—国民经济]