上门投递包裹服务体验对客户自提意愿的影响研究被引量：16

The Reseavch on influence of home delivery service experience on customer's willingness of pick-up

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摘要为了揭示上门投递服务体验对客户自提意愿的影响,构建包含上门投递服务质量四个评价维度、上门投递服务满意与客户自提意愿共六个变量的研究模型,并依据310份调查问卷对研究假设进行了检验。上门投递可靠性、服务态度与服务柔性对客户满意水平产生了程度偏弱的正向影响,上门投递差异处理质量对客户满意的影响并不显著;上门投递服务柔性与差异处理对客户自提意愿的直接影响没有获得验证,而上门投递客户满意对客户自提意愿的影响也没有通过检验。结果表明,我国网购客户可能形成了上门投递依赖心理,这部分解释了客户自提推广乏力的原因。 In order to investigate the influence of home delivery service experience on customer's willingness of pick-up,a theoretical model consisted of six variables was established including four evaluation dimensions of home delivery service quality,home delivery service satisfaction and customer's willingness of parcel pick-up,and tests of several hypotheses,based on 310 samples.Hense,slight and positive impacts of reliability,service attitude and flexibility on service satisfaction were observed except that of discrepancy handling.As a result,the assumed influences of service flexibility,discrepancy handling and service satisfaction to customer's willingness of pick-up were not significant and these results did not meet our expectations.All in all,the research showns that online shoppers have probably formed dependency on home delivery and it partially explained the marketing difficulties of parcel pick-up delivery in our country.

作者徐俊杰

机构地区安庆师范学院经济与管理学院

出处《暨南学报（哲学社会科学版）》 CSSCI 北大核心 2013年第5期56-61,162-163,共6页 Jinan Journal(Philosophy and Social Sciences)

基金安徽省自然科学基金项目<CDP在国内电子商务包裹交付中的应用研究>(批准号:1208085QG138) 中国物流学会研究项目<电子商务客户自提包裹的选择意愿研究>(批准号:2012CSLKT109)

关键词上门投递自提配送服务质量物流 home delivery pick-up distribution service quality logistics

分类号 F270 [经济管理—企业管理]

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参考文献15

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