| 基于网上消费者风险的快递服务满意度分析 |
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| 引用本文： | 魏斐翡.基于网上消费者风险的快递服务满意度分析[J].武汉理工大学学报(信息与管理工程版),2011,33(6):1003-1006,1010. |
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| 作者姓名： | 魏斐翡 |
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| 作者单位： | 华中科技大学管理学院,湖北武汉430074;湖北经济学院信息管理学院,湖北武汉430205 |
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| 基金项目： | 湖北省教育厅科研计划基金资助项目 |
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| 摘 要： | 针对近年来我国网购流程中引发的消费者网购带来的风险问题,研究了服务质量与网购消费者风险感知的关系,对提高顾客满意度和电子商务服务的成功率有较为重要的意义。根据我国网上消费者风险感知模型建立快递服务质量评价指标体系,利用卡诺模型采用问卷调查法,对网上消费者快递服务风险重要度评价与各快递服务指标的满意度、重要性评价及其差值进行了测评和对比分析,在数据分析的基础上提出了我国快递服务质量值得引起重视的几个问题。
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| 关 键 词： | 风险感知模型 网购快递服务 满意度 重要度 |
Delivery Service Evaluation System Based on Online Consumers Risk |
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| Feifei.Delivery Service Evaluation System Based on Online Consumers Risk[J].Journal of Wuhan University of Technology(Information & Management Engineering),2011,33(6):1003-1006,1010. |
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| Authors: | Feifei |
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| Affiliation: | WEI Feifei Doctorial Candidate,School of Management,Huazhong University of Science and Technology,Wuhan 430074,China. |
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| Abstract: | Aiming at the risk aroused by online shopping in recent years,the relationship of delivery service quality and risk perceptions of network consumers was discussed.It was of great significance to increase customer satisfaction and the success rate of electronic commerce services.The delivery service evaluation system was set up based on online consumers risk perception model.Then the importance degree of delivery service risk elements of online consumer and the difference between importance degree and satisf... |
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| Keywords: | risk perception model online shopping delivery service satisfaction degree importance degree |
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