Instant Delivery Service Quality and Consumer Satisfaction——Based on the Entropy Method and IPA Analysis Method
As the final link of instant retail fulfillment and the infrastructure for the development of instant economy,instant delivery plays a crucial role.Based on the evaluation model of logistics service quality,including SERVQUAL,LSQ,Kano model,and statistical analysis methods,combined with the research and analysis of the 2022 China Instant Logistics Industry Research Report as well as the national standard GB/T 42500-2023 Instant Delivery Service Specification,this study constructed an evaluation index system for the service level of instant delivery under instant retail,using the entropy method to determine the weights of each index.Under the IPA model analysis framework,SPSS 27.0 software was used to calculate the importance of each index,the mean difference of satisfaction degree,and P-I mean.Combined with the mean IPA analysis chart of factors in instant logistics delivery service,this study suggested that logistics companies should set reasonable latest delivery time,improve tools for delivering goods and green packaging facilities to enhance on-time delivery rate,and solve the problem of difficult dismantling of packaging for delivered goods.Instant logistics delivery platforms should also strengthen pre-job training for delivery personnel,optimize and improve the consumer evaluation system,enhance overall service levels,and achieve better delivery service quality by optimizing delivery routes,efficient and accurate matching of orders,and setting reminders through phone calls,text messages,and active communication with consumers.These precise improvement strategies enable a more effective improvement of delivery service quality and provide useful reference for instant retail enterprises seeking better instant delivery solutions.
国家科技期刊平台
NSTL
万方数据
