基于CCSI的物流配送服务顾客满意度测评模型  

Customer Satisfaction Evaluation Model of LogisticsDistribution Service Based on the CCSI

作　　者：傅志妍 刘柯良 黄勇[1] 陈坚[1] FU Zhiyan;LIU Keliang;HUANG Yong;CHEN Jian(College of Traffic and Transportation Engineering,Chongqing Jiaotong University,Chongqing 400074,China;College of Economics&Business Administration,Chongqing University of Education,Chongqing 400067,China)

机构地区：[1]重庆交通大学交通运输学院,重庆400074 [2]重庆第二师范学院经济与工商管理学院,重庆400067

出　　处：《重庆交通大学学报（自然科学版）》2021年第10期146-153,共8页Journal of Chongqing Jiaotong University(Natural Science)

基　　金：国家社会科学基金西部项目(17XGL009);重庆市教育委员会人文社会科学研究规划项目(19SKGH208)。

摘　　要：为解决物流配送服务顾客满意度缺少定量描述方法的问题,在中国顾客满意度指数模型基础上,通过感知服务质量、期望服务质量、品牌形象、感知服务费4个影响因素,从顾客心理感知角度探索各因素对顾客满意度与忠诚度的影响作用,构建了物流配送服务顾客满意度测评模型。运用二阶结构方程模型进行变量构念简化,进而定量分析了各影响因素对物流配送服务顾客满意度的影响作用,以及各影响因素之间、满意度与忠诚度之间的相互关系。最后将模型应用于重庆市实例分析中。结果表明:感知服务质量与感知服务费用对物流配送服务顾客满意度的影响作用最为显著,品牌形象影响作用亦不容忽视,而顾客满意度显著决定着顾客忠诚度。In order to solve the lack of quantitative description method for customer satisfaction in logistics distribution services,based on the Chinese customer satisfaction index model(CCSI),the impact of various factors on customer satisfaction and loyalty from the perspective of customer psychological perception was explored through the four influencing factors such as perceived service quality,expected service quality,brand image and perceived service cost.And a customer satisfaction evaluation model for logistics distribution service was constructed.The second-order structural equation model was used to simplify the variable concept,and then the impact of various influencing factors on customer satisfaction of logistics distribution services as well as the relationship between various influencing factors and satisfaction and loyalty was analyzed quantitatively.Finally,the proposed model was applied to the case analysis of Chongqing.The results show that the perceived service quality and perceived service cost have the most significant impact on the customer satisfaction of logistics distribution services,the impact of brand image cannot be ignored,and customer satisfaction significantly determines customer loyalty.

关 键 词：交通运输工程 综合交通运输 物流配送服务 顾客满意度 影响因素 结构方程模型 

分 类 号：U116.1[交通运输工程]