| B2C网络购物中物流服务顾客满意度影响因素研究简 |
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| 引用本文： | 胡萍.B2C网络购物中物流服务顾客满意度影响因素研究简[J].合肥工业大学学报(社会科学版),2014(1):31-38. |
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| 作者姓名： | 胡萍 |
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| 作者单位： | 合肥学院管理系,合肥230601 |
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| 基金项目： | 国家自然科学基金（71301040,70871032）;安徽省人文社科重点研究基地重点项目（SK2013A148）;合肥工业大学博士科研启动专项（2012HGBZ0186）;安徽省优秀青年人才基金项目（2011SQRW107） |
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| 摘 要： | 物流服务的顾客满意度是B2C企业的核心竞争力之一。文章研究中国环境下B2C网络购物中物流服务的顾客满意度模型。研究结果表明，订购质量和交付质量对顾客满意度有显著的正向影响，沟通质量和售后处理质量对顾客满意度的影响不显著。
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| 关 键 词： | B2C网络购物 物流服务 顾客满意度 |
An Empirical Study of Factors Affecting Customer Satisfaction to Logistics Service in B2C Online Shopping |
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| HU Ping.An Empirical Study of Factors Affecting Customer Satisfaction to Logistics Service in B2C Online Shopping[J].Journal of Hefei University of Technology(Social Sciences),2014(1):31-38. |
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| Authors: | HU Ping |
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| Institution: | HU Ping (Department of Management, Hefei University, Hefei 230601, China) |
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| Abstract: | Customer satisfaction to logistics service is now considered as one of the B2C enterprise＆#39;s core competitiveness .T his paper conducts an empirical research on the model of customer satisfaction to logistics service in B2C online shopping in China .The results show that ordering quality and delivery quality have a significant positive effect on customer satisfaction ,while communication quality and post-sales service quality have no obvious influence on customer satisfaction . |
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| Keywords: | B2C online shopping logistics service customer satisfaction |
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