后疫情时期B2C物流客户满意度评价研究  

Research on Customer Satisfaction Evaluation and Countermeasures of B2C Logistics in the Post-epidemic Era

作　　者：高行宇 李秋正[1] Gao Xing-yu;LI Qiu-zheng(Zhejiang Wanli University,Ningbo Zhejiang 315100)

机构地区：[1]浙江万里学院,浙江宁波315100

出　　处：《浙江万里学院学报》2021年第6期8-13,共6页Journal of Zhejiang Wanli University

基　　金：宁波社会科学研究基地课题(JD5-FZ12)。

摘　　要：根据电子商务物流各个环节的特点以及后疫情时期消费者对电商物流服务关注的热点问题,构建物流服务客户满意度测评体系,又通过问卷调查获到相关数据,再利用SPSS23.0软件对问卷数据进行因子分析,并进行可信度检验和多元回归分析。研究结果表明:服务质量、快速响应能力和竞争力对满意度影响最大。要提升客户满意度,应当加强企业文化建设,发展智慧物流配送体系,和完善末端配送体系。According to the characteristics of each link of e-commerce logistics and the hot issues that consumers pay attention to e-commerce logistics services in the post-epidemic era,this paper built a logistics service customer satisfaction evaluation system,obtained relevant data through questionnaire surveys,and adopted SPSS23.0 software to perform factor analysis on the questionnaire data.It also conducted credibility test and multiple regression analysis.The research results showed that:service quality,rapid response capability and competitiveness had the greatest impact on satisfaction.To improve customer satisfaction,it is necessary to strengthen the construction of corporate culture,develop a smart logistics distribution system,and improve the terminal distribution system.

关 键 词：电商物流服务 客户满意度 因子分析 

分 类 号：F274[经济管理—企业管理]