CAJ | 학술논문

文章运用结构方程模型，通过对ACSI顾客满意度指数模型进行改进，从多个角度构建了B2C环境下物流配送服务顾客满意度（DCS）测评模型，并设计了调查问卷进行实证研究。在收集了相关数据之后，利用SPSS及AMOS软件对所构建的结构方程模型进行了检验。研究结果表明，物流配送服务顾客满意度（DCS）测评模型对B2C环境下的物流配送服务满意度具有较好的解释力。
문장운용결구방정모형，통과대ACSI고객만의도지수모형진행개진，종다개각도구건료B2C배경하물류배송복무고객만의도（DCS）측평모형，병설계료조사문권진행실증연구。재수집료상관수거지후，이용SPSS급AMOS연건대소구건적결구방정모형진행료검험。연구결과표명，물류배송복무고객만의도（DCS）측평모형대B2C배경하적물류배송복무만의도구유교호적해석력。
While applying the structural equation model（SEM） and improving the ACSI customer satisfaction index model, this paper constructed the distribution service customer satisfaction evaluation model（DCS） based on different aspects and designed a questionnaire to conduct an empirical research. After collecting the datas, the authors used SPSS and AMOS to test the constructed SEM. The results showed that the observed variables could significantly affect the customer satisfaction,and the path coefficienst of the latent variables was consistent with the reality. The model had good explanatory power to the customer satisfaction of the B2C distribution service.