最后一英里物流中包裹寄存柜服务客户满意度的决定因素

IF 3.3 Q2 TRANSPORTATION Asian Journal of Shipping and Logistics Pub Date : 2022-03-01 DOI:10.1016/j.ajsl.2021.11.002
Po-Lin Lai , Hyunmi Jang , Mingjie Fang , Ke Peng
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引用次数: 20

摘要

基于服务质量(SERVQUAL)模型和物流服务质量(LSQ)模型,本研究探讨了最后一英里物流中包裹寄存柜服务的顾客满意度的前因。数据收集自对321位中国消费者的调查,并使用结构方程模型进行分析。结果表明,及时性是影响客户满意度的最重要因素,可靠性和安全性是影响客户满意度的最重要因素,其次是响应性和可视性。本研究丰富了SERVQUAL和LSQ的文献,为物流服务提供商提供了启示。
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Determinants of customer satisfaction with parcel locker services in last-mile logistics

Based on the service quality (SERVQUAL) model and logistics service quality (LSQ) model, this study investigates the antecedents of customer satisfaction with parcel locker services in last-mile logistics. Data were collected from a survey of 321 consumers in China and analyzed using structural equation modeling. The results indicate that timeliness is the strongest predictor that positively impacts customer satisfaction with parcel locker services, while reliability and security are the predictive coefficients for the same, followed by responsiveness and tangibility, respectively. This study enriches the literature on SERVQUAL and LSQ by providing implications for logistics service providers.

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来源期刊
CiteScore
7.80
自引率
6.50%
发文量
23
审稿时长
92 days
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