智能快递柜服务的顾客满意影响因素研究

摘要

在国内智能快递柜发展现状的基础上，以顾客满意理论、SEVRQUAL测评体系及LSQ模型为基础，围绕快递柜服务的过程提出了影响顾客满意的有关因素，以此设计调查问卷并运用 SPSS22．0处理数据.首先测试问卷的可靠性和有效性，随后利用因子分析将影响因素归为五类，分别是：服务可靠性、故障处理能力、服务价格、服务多样性、服务便捷性.经过进一步的回归分析发现，对整体顾客满意度水平影响最明显的是快递柜服务的可靠性，即现阶段顾客最关注的是快递柜基本功能.%On the basis of the present development of domestic smart express box,the paper make use of the theory of customer satisfaction,service quality (SEVRQUAL)assessment system,and the logistics service quality (LSQ)model to propose relevant factors influencing customer satisfaction and design the questionnaire.SPSS22.0 is used to process data.Firstly,the reliability and validity of the questionnaire are tested.Then,the influence factors are classified into 5 types by factor analysis:the reliability of services,the ability of handling errors,the price of services,the diversity of services and the convenience of services.After the further regression analysis,the reliability of services will impose the most significant impact on the customer satisfaction,that is to say,the customers are most concerned about the basic functions of the smart express box.