智能快递柜寄件服务质量对顾客满意度影响研究

Research on the influence of service quality of intelligentexpress cabinet on customer satisfaction[Abstract]With the rapid development of e-commerce and express industry,the business volume of express cabinet industry has increased sharply.Facing thehuge business growth,the express cabinet industry is facing the problems of highcustomer complaint rate and difficult to make profits.However,there are fewresearches on the service quality of intelligent express cabinets in China.Therefore,itis necessary to study how the logistics service quality of intelligent express cabinetaffects customer satisfaction.First of all,based on the review of relevant research at home and abroad,combined with the characteristics of intelligent express delivery cabinet,this papersummarizes five dimensions of tangibility,reliability,economy,convenience andempathy to evaluate the logistics service quality of express delivery cabinet,anddevelops a customer satisfaction questionnaire based on the service quality ofintelligent express delivery.Then,on the basis of the above analysis,the hypothesisand theoretical model are proposed.Finally,after collecting the data,spss21.0software is used to analyze the data,and the hypothesis is verified according to theanalysis results,and the research conclusions are drawn.After the research,this paper believes that there is a positive correlationbetween the service quality and customer satisfaction;There is a significant positiverelationship between the tangibility,convenience,empathy and customer satisfaction.There is no significant correlation between the economy,reliability and customersatisfaction[Keywords]Intelligent express cabinet Logistics service qualityCustomer satisfaction