Lei Zheng, Duan Huawei, Zhang Liping, Ergu Daji, Liu Fangyao
School of Management, Xihua University, Chengdu, Sichuan, China.
School of Electronic and Information, Southwest Minzu University, Chengdu, China.
Front Psychol. 2022 Oct 24;13:1044032. doi: 10.3389/fpsyg.2022.1044032. eCollection 2022.
At present, customers' low satisfaction and loyalty to city express service have restricted the development of city express. It is particularly important to analyze the factors causing customers' low satisfaction and loyalty, which will promote the development of city express industry effectively. Based on SERVQUAL model and CCSI model, this paper constructs a new evaluation index system from the perspective of service quality. Through this new system, this paper first explores the factors that affect customers' satisfaction and loyalty, respectively, by fuzzy analytic hierarchy process (AHP) and hierarchical regression analysis, taking the expected and perceived service quality as conversion variables. And then it analyzes the common factors that affect customers' satisfaction and loyalty comprehensively. These two analyses will provide reference for solving the problem of low customer satisfaction and loyalty of city express enterprises. The results show that popularity and credibility, delivery time commitment, and mailing security are the common main factors affecting customer satisfaction and loyalty. Easy-to-understand receipts, the three-level index corresponding to the empathy dimension, is the most significant factor affecting customers' loyalty in city express industry; Delivery time commitment, the three-level index corresponding to the reliability dimension, is the most significant factor affecting customers' loyalty in city express industry.
目前,客户对城市快递服务的低满意度和低忠诚度制约了城市快递的发展。分析导致客户低满意度和低忠诚度的因素尤为重要,这将有效推动城市快递行业的发展。本文基于SERVQUAL模型和CCSI模型,从服务质量的角度构建了一个新的评价指标体系。通过这个新体系,本文首先以期望服务质量和感知服务质量作为转换变量,运用模糊层次分析法(AHP)和层次回归分析分别探究影响客户满意度和忠诚度的因素。然后综合分析影响客户满意度和忠诚度的共同因素。这两项分析将为解决城市快递企业客户满意度和忠诚度低的问题提供参考。结果表明,知名度与信誉度、投递时间承诺和邮寄安全性是影响客户满意度和忠诚度的共同主要因素。通俗易懂的收据,即移情维度对应的三级指标,是城市快递行业中影响客户忠诚度的最显著因素;投递时间承诺,即可靠性维度对应的三级指标,是城市快递行业中影响客户忠诚度的最显著因素。