智能快递柜服务质量顾客满意度研究

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智能快递柜服务质量顾客满意度研究
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Research on customer satisfaction of intelligent expresscabinet service quality[Abstract]The rapid development of e-commerce has pushed the expressdelivery industry into a prosperous state.The contradiction of "the last kilometer"distribution became prominent,and the intelligent express cabinet came into being.However,the development time of intelligent express cabinet in China is relativelyshort and it is not mature in many aspects.Therefore,it is essential to study thecustomer satisfaction of intelligent express cabinet service quality.After sorting out the relevant research and theoretical basis at home andabroad,and combining with the characteristics of self-lifting,this paper adjusts andforms four dimensions (service reliability,service convenience,service security andservice diversity)that conform to the research on customer satisfaction of self-liftingservice quality.Then the ideal model is constructed,the scale and the finalquestionnaire are designed,and assumptions are put forward.Use SPSS software toanalyze and verify the hypothesis.After concluding the whole paper's researchachievement,we made a suggestion and outlook of the study.The reliability of the experimental results show that the intelligent expressark service has positive influence on safety and diversity of customer satisfaction ofthe customer for the container security that feel most satisfied,the overall servicequality of customer satisfaction is relatively high and studies have shown that serviceconvenience has less influence on customer satisfaction based on the research andanalysis,this paper in order to improve customer satisfaction correspondingSuggestions finally express ark at the end for intelligence service quality customersatisfaction outlook is put forward.[Keywords]Intelligent express cabinet quality of service Customersatisfaction
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