I摘要随着我国电子商务行业的发展，物流行业随之兴起。然而，面对当前各行各业的高质量发展，提高服务质量和顾客满意度必然成为电商企业的行业趋势，物流服务质量便成为衡量电商企业的重要因素。本文以安全性、便捷性、时效性、敏捷性四个指标作为研究的潜变量，进而对物流服务质量与顾客满意度之间的影响程度进行探究。首先，基于安全性、便捷性、时效性、敏捷性四个潜变量设计调查问卷，该问卷主体部分采用李克特量表，通过互联网平台进行问卷发放及回收，设计多个题项避免单个问卷题项主观性过强的局限性。其次，应用问卷分析法对回收的有效问卷数据进行分析，通过上述分析方法识别出影响顾客满意度的主要因素为物流服务质量。最后根据物流服务质量对电商物流所造成的不同程度的影响，从安全性、便捷性、时效性、敏捷性四个方面为电商企业提升顾客满意度提出应对措施。关键词：物流服务质量；顾客满意度；问卷分析法AbstractIIWiththedevelopmentofmycountry'se-commerceindustry,thelogisticsindustryhasemerged.However,inthefaceofthecurrenthigh-qualitydevelopmentofallwalksoflife,improvingservicequalityandcustomersatisfactionwillinevitablybecomeanindustrytrendfore-commercecompanies,andlogisticsservicequalityhasbecomeanimportantfactorinevaluatinge-commercecompanies.Thispapertakesthefourindicatorsofsafety,convenience,timelinessandagilityasthelatentvariablesoftheresearch,andthenexploresthedegreeofinfluencebetweenlogisticsservicequalityandcustomersatisfaction.First,aquestionnaireisdesignedbasedonfourlatentvariablesofsafety,convenience,timeliness,andagility.ThemainpartofthequestionnaireadoptstheLikertscale,andthequestionnaireisdistributedandrecycledthroughtheInternetplatform,andmultipleitemsaredesignedtoavoidasinglequestionnaire.Thesubjectivityoftheitemistoolimited.Secondly,thequestionnaireanalysismethodisusedtoanalyzetherecoveredeffectivequestionnairedata.Throughtheaboveanalysismethod,itisidentifiedthatthemainfactoraffectingcustomersatisfactionisthelogisticsservicequality.Finally,accordingtothedifferentdegreesofimpactoflogisticsservicequalityone-commercelogistics,countermeasuresareputforwardfore-commerceenterprisestoimprovecustomersatisfactionfromfouraspects:safety,convenience,timeliness,andagility.KeyWords:logisticsservicequality;customersatisfaction;questionnaireanalysisIII目录1绪论.................................................................11.1研究背景.........................................................11.2研究目的.........................................................11.3研究方法.........................................................22相关理论.............................................................22.1物流服务质量的内涵...............................................32.2物流服务质量的影响因素...........................................32.3物流服务质量与顾客满意度之间的相关性.............................42.3.1顾客满意度的评价.............................................42.3.2物流服务质量评价.............................................43物流服务质量对电商企业的顾客满意度现状分析...........................43.1调查问卷的设计与调查.............................................53.1.1设计调查问卷.................................................53.1.2数据收集与预处理.............................................53.2基于问卷分析法的电商企业的顾客满意度分析..........................83.3物流服务质量对电商企业的顾客满意度的影响........................114基于物流服务质量的电商企业顾客满意度提升应对策略....................124.1安全性维度......
