摘要
电子商务物流服务质量对顾客决策的影响是电子商务运营公司选择物流服务的决策依据。将物流服务质量划分成配送服务质量、信息处理质量、人员服务质量、个性服务质量及误差处理质量五个维度,构建电子商务物流服务质量—顾客决策理论模型。运用结构方程模型实证分析,得出结论:物流服务质量通过顾客满意和顾客信任间接影响顾客决策;配送服务质量、信息处理质量、误差处理质量、人员服务质量对顾客满意有显著正向影响;人员服务质量和个性服务质量对顾客信任有显著正向影响;误差处理质量对顾客决策的影响总效应更大。根据各因素的作用效应,提出可行性建议。
The influence of logistics service quality on e-commerce customer decision is the decision basis for e-commerce company to choose logistics service provider. By building e-commerce logistics service quality – customer decision theory model,the logistics service quality is divided into 5 dimensions： distribution service quality,information quality,staff service quality,customization service quality and error treatment quality.According to the analysis obtained from structural equation model,it is found that logistics service quality affects customer purchasing decision through customer satisfaction and customer trust; distribution service quality,information quality,staff service quality and error treatment quality have a direct positive impact on customer satisfaction; staff service quality and customization service quality have a direct positive impact on customer trust; the total impact of error treatment quality on customer decision is more. According to each factor＇s impact,feasible advices are proposed.
作者
方晓平
张向虹
FANG Xiao-ping;ZHANG Xiang-hong(School of Traffic and Transportation Engineering,Central South University,Changsha 410075,China)
出处
《哈尔滨商业大学学报（社会科学版）》
CSSCI
2018年第3期78-87,共10页
Journal of Harbin University of Commerce:Social Science Edition
基金
中国铁路总公司重大课题(2013X008-A-1)
