基于PLS的众包物流服务顾客满意度研究
首发时间:2019-06-03
摘要:"互联网+"时代,众包物流模式为解决城市终端物流配送"最后一公里"问题提供了创新思维和思路。基于国内外物流服务与顾客满意的相关文献,从物流服务的实体配送服务质量和顾客营销服务质量两个方面出发,结合物流信息化水平和物流服务价格变量构建了我国众包物流服务的顾客满意度模型。采用PLS结构方程模型对收集数据进行分析,结果表明,物流服务质量正向影响顾客满意度,物流信息化水平对物流服务质量和顾客满意度存在显著正向影响,物流服务价格对物流服务质量存在显著正向影响,对顾客满意度无显著影响。
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Research on Customer Satisfaction of Crowdsourcing Research on Customer Satisfaction of Crowdsourcing Logistics Service Based on PLS
Abstract:In the "Internet +" era, the crowdsourcing logistics model provides innovative thinking and ideas for solving the "last mile" problem of urban terminal logistics distribution. Based on the related literatures of logistics service and customer satisfaction at home and abroad, from the two aspects of physical delivery service quality and customer marketing service quality of logistics service, combined with logistics informationization level and logistics service price variable, the customer satisfaction model of China\'s crowdsourcing logistics service is constructed. The PLS structural equation model is used to analyze the collected data. The results show that the logistics service quality positively affects customer satisfaction. The level of logistics information has a significant positive impact on logistics service quality and customer satisfaction. Logistics service price has a significant positive impact on logistics service quality and has no significant impact on customer satisfaction.
Keywords: Crowdsourcing logistics logistics services PLS structural equations customer satisfaction
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