湖南工业大学学报Issue(2)：94-101,8.DOI:10.3969/j.issn.1673-9833.2015.02.018
基于多群组结构方程模型的快递服务满意度研究
Research on Courier Services Satisfaction Based on Multiple-Group Structural Equation Model
摘要
Abstract
The express industry appears strong growth trend with e-commerce rapid development and plays an increasing important role in the social and economic life, but it also faces many problems to be solved, and low customer satisfaction is one of them. Builds a structural equation model for investigating customer satisfaction of express industry with as latent variables of the express corporate image, service speed, service quality, service price and customer satisfaction. Applies AMOS software to analyze the survey data, and conducts multiple-group analysis on three groups of youth, middle-age and old-age customers. According to parameter estimation and path model diagram, selects the best model and obtains key factors of influencing customer satisfaction of express industry. Proposes appropriate improving strategies, and provides some suggestions for the express industry to improve the service quality and customer satisfaction.关键词
快递业/顾客满意度/结构方程模型/多群组分析Key words
express industry/customer satisfaction/structural equation model/multiple-group analysis分类
管理科学引用本文复制引用
鲁芳,余琦,司文峰..基于多群组结构方程模型的快递服务满意度研究[J].湖南工业大学学报,2015,(2):94-101,8.基金项目
国家自然科学基金资助项目 （）
