| B2C环境下物流配送服务满意度评价研究 |
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| 引用本文： | 李翔,梁万华.B2C环境下物流配送服务满意度评价研究[J].华北电力大学学报(社会科学版),2012(3):40-45. |
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| 作者姓名： | 李翔 梁万华 |
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| 作者单位： | 华北电力大学经济与管理学院,北京,102206 |
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| 摘 要： | 文章运用结构方程模型,通过对ACSI顾客满意度指数模型进行改进,从多个角度构建了B2C环境下物流配送服务顾客满意度(DCS)测评模型,并设计了调查问卷进行实证研究。在收集了相关数据之后,利用SPSS及AMOS软件对所构建的结构方程模型进行了检验。研究结果表明,物流配送服务顾客满意度(DCS)测评模型对B2C环境下的物流配送服务满意度具有较好的解释力。
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| 关 键 词： | B2C 结构方程 物流配送 顾客满意度评价 |
On Customer Satisfaction Evaluation of the Distribution Service under the B2C Environment |
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| LI Xiang,LIANG Wan-hua.On Customer Satisfaction Evaluation of the Distribution Service under the B2C Environment[J].Journal of North China Electric Power University(Social Sciences),2012(3):40-45. |
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| Authors: | LI Xiang LIANG Wan-hua |
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| Institution: | (School of Economics and Management,North China Electric Power University, Beijing 102206,China) |
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| Abstract: | While applying the structural equation model(SEM) and improving the ACSI customer satisfaction index model,this paper constructed the distribution service customer satisfaction evaluation model(DCS) based on different aspects and designed a questionnaire to conduct an empirical research.After collecting the datas,the authors used SPSS and AMOS to test the constructed SEM.The results showed that the observed variables could significantly affect the customer satisfaction,and the path coefficienst of the latent variables was consistent with the reality.The model had good explanatory power to the customer satisfaction of the B2C distribution service. |
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| Keywords: | B2C structural equation model - distribution customersatisfaction evaluation |
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