Evaluation of Customer Satisfaction for Urban Logistics Pick-up Points Based on Structural Equation Modeling
As a key part of urban logistics terminal distribution,although it can bring economic and social benefits,logistics self-pickup point still has many problems such as inconvenience,improper management and uneven service level,which di-rectly affects the service experience of many consumers,and it has gradually become a hot issue of social concern in re-cent years,and has also attracted the attention of the academic community.This paper combines the service characteris-tics and influencing factors of urban logistics self-pickup points,introduces theories of customer satisfaction and service quality,comprehensively considers observational variables and latent variables,constructs a structural equation model for measuring customer satisfaction of urban logistics self-pickup points,designs 31 observational variables in 5 dimensions,makes 12 research hypotheses,and finally 11 hypotheses are supported,and the influence of the magnitude of the impact on the quality of the service,in order,is empathy,Responsiveness,Reliability,Convenience,and Professionalism,and finally puts forward relevant policy suggestions to improve the service quality of urban logistics self-pickup points.
structural equation modelingcustomer satisfactionservice qualityurban logistics pick-up point
万方数据
维普
