基于消费者满意度的盒马鲜生末端物流服务质量研究  

Research on the Quality of Hema Fresh End Logistics Service Based on Consumer Satisfaction

作　　者：张帅飞 石成玉[1] 唐雪晴 杨夏妮[1] Zhang Shuai-fei;Shi Cheng-yu;Tang Xue-qing;Yang Xia-ni(School of Management and Economics,Kunming University of Technology,Kunming,Yunnan 650504)

机构地区：[1]昆明理工大学管理与经济学院,云南昆明650504

出　　处：《江苏商论》2023年第7期30-33,39,共5页Jiangsu Commercial Forum

基　　金：云南省人才培养项目(KKSY201408035);昆明理工大学管理与经济学院热点前沿项目(QY2014003)。

摘　　要：随着互联网经济的发展,生鲜电商发展迅速,然而末端物流却暴露出诸多问题。末端物流服务作为消费者与生鲜电商企业距离最近的消费体验,在极大程度上影响到消费者的满意度。本文基于消费者满意度对盒马鲜生末端物流服务质量进行研究,模型构建末端物流服务质量评价体系,并引入关系质量,判断中介效应。使用SPSS25.0软件对构建模型及问卷数据进行分析,并验证中介变量以及假设的科学性,基于评价结果,提出盒马鲜生末端物流服务质量各维度相关建议。With the development of the internet economy,fresh e-commerce has developed rapidly,but terminal logistics has exposed many problems.Terminal logistics services,as the closest consumer experience between consumers and fresh e-commerce enterprises,greatly affect consumer satisfaction.This paper studies the service quality of Hema fresh end logistics based on consumer satisfaction,builds an end logistics service quality evaluation system,and introduces relationship quality to judge the mesomeric effect.Use SPSS25.0 software to analyze the construction model and questionnaire data,and verify the scientific validity of intermediary variables and assumptions.Based on the evaluation results,propose relevant suggestions for various dimensions of Hema Fresh Terminal Logistics service quality.

关 键 词：末端物流服务质量 关系质量 顾客满意 

分 类 号：F50[经济管理—产业经济]