摘要
物流自提点作为城市物流末端配送的关键一环,尽管能够带来经济效益和社会效益,但仍存在使用不便、管理不当和服务水平参差不齐等诸多问题,直接影响消费者的服务体验。结合城市物流自提点服务特征和影响因素,引入顾客满意度和服务质量理论,综合考虑观测变量和潜变量,构建测量城市物流自提点顾客满意度的结构方程模型,设计5个维度的31个观测变量,做出7条研究假设,最终有6条假设获得支持,对服务质量的影响大小依次为移情性、响应性、可靠性、便捷性、专业性,最后提出了提升城市物流自提点服务质量的相关政策建议。
As a key part of urban logistics terminal distribution,although it can bring economic and social benefits,logistics self-pickup point still has many problems such as inconvenience,improper management and uneven service level,which directly affects the service experience of many consumers,and it has gradually become a hot issue of social concern in recent years,and has also attracted the attention of the academic community.This paper combines the service characteristics and influencing factors of urban logistics self-pickup points,introduces theories of customer satisfaction and service quality,comprehensively considers observational variables and latent variables,constructs a structural equation model for measuring customer satisfaction of urban logistics self-pickup points,designs 31 observational variables in 5 dimensions,makes 12 research hypotheses,and finally 11 hypotheses are supported,and the influence of the magnitude of the impact on the quality of the service,in order,is empathy,Responsiveness,Reliability,Convenience,and Professionalism,and finally puts forward relevant policy suggestions to improve the service quality of urban logistics self-pickup points.
作者
杨鹏
胡俊
张凡
YANG Peng;HU Jun;ZHANG Fan(School of Business Administration,Hunan University of Finance and Economics,Changsha Hunan 410205;School of Economics&Management,Changsha University of Science&Technology,Changsha Hunan 410114)
出处
《湖南财政经济学院学报》
2024年第5期95-104,共10页
Journal of Hunan University of Finance and Economics
基金
国家社会科学基金项目“基于情景演化与评价的城市物流协同机制及策略研究”(项目编号:20BJY066)。
关键词
结构方程模型
顾客满意度
服务质量
城市物流自提点
structural equation modeling
customer satisfaction
service quality
urban logistics pick-up point
