Research on the Customer Dissatisfaction in Express Information System of Express Enterprises
Aiming at the problem of customers'unsatisfactory of service in express enterprises,research on improvement methods for information service in express enterprises is of great value for improving service efficiency and efficiency of express enterpris-es.By improving the technology acceptance model,the service system and portal website of the express information system were used as the external variables to identify customer dissatisfaction,the customers'perception of uselessness and not-easy-to-use as the internal variables,empirically explore the influencing factors of the dissatisfaction of express information system in express en-terprises.The study found that customers'perception of uselessness and not-easy-to-use has a positive and significant impact on customers'dissatisfaction.Customers'perception of not-easy-to-use also has a positive and significant impact on perception of uselessness.This conclusion provides management decision-making support for express enterprises to improve the function of ex-press information system and the construction of express service system.
express enterprisesinformation service systemTAMuser dissatisfaction
万方数据
维普
