智能快递柜服务质量顾客满意度研究【摘要】电子商务的快速发展促使快递行业进入繁荣状态。“最后一公里”配送矛盾随之突出，智能快递柜应运而生。然而我国智能快递柜发展时间较短，更方面都不成熟。因此对于研究智能快递柜服务质量顾客满意度，是必不可少的。本文在整理国内外相关研究与理论基础后，结合自提柜的特征，调整形成符合自提柜服务质量顾客满意度研究的四个维度（服务可靠性、服务便捷性、服务安全性和服务多样性）。随后构建理想模型，设计量表和最终调研问卷，并提出假设。利用 SPSS 软件进行分析，并对假设进行验证。最后总结全文研究结果，提出建议和展望。实验结果表明，智能快递柜服务的可靠性、安全性和多样性对顾客满意度存在正向影响。顾客对于自提柜安全性这一点感到最为满足，整体的服务质量顾客满意度也相对较高。而研究表明，服务的便捷性则对顾客满意度影响不大基于研究分析，本文为提高顾客满意度提出对应建议。最后在结尾对于智能快递柜服务质量顾客满意度提出展望。【关键词】智能快递柜；服务质量；顾客满意度Research on customer satisfaction of intelligent express cabinet service quality[Abstract]The rapid development of e-commerce has pushed the express delivery industry into a prosperous state. The contradiction of "the last kilometer" distribution became prominent, and the intelligent express cabinet came into being. However, the development time of intelligent express cabinet in China is relatively short and it is not mature in many aspects. Therefore, it is essential to study the customer satisfaction of intelligent express cabinet service quality.After sorting out the relevant research and theoretical basis at home and abroad, and combining with the characteristics of self-lifting, this paper adjusts and forms four dimensions (service reliability, service convenience, service security and service diversity) that conform to the research on customer satisfaction of self-lifting service quality. Then the ideal model is constructed, the scale and the final questionnaire ar...
