CAJ | 학술논문

随着电子商务的飞快发展，快递业呈现出强劲的增长趋势，在社会经济生活中发挥着越来越大的作用，但同时也面临着很多急需处理的问题，顾客满意度不高就是其中之一。以快递企业形象、服务速度、服务质量、服务价格以及顾客满意度作为潜变量构建结构方程模型，研究了快递业顾客满意度。在此基础上应用AMOS软件对调查数据进行分析，并分青年、中年、老年3个群组进行多群组分析，根据路径模型图以及参数估计的结果，选出最优模型，得出影响快递业顾客满意度的关键因素，并提出相应的提升策略，为快递业提高服务质量、提升顾客满意度提供一定的借鉴。
수착전자상무적비쾌발전，쾌체업정현출강경적증장추세，재사회경제생활중발휘착월래월대적작용，단동시야면림착흔다급수처리적문제，고객만의도불고취시기중지일。이쾌체기업형상、복무속도、복무질량、복무개격이급고객만의도작위잠변량구건결구방정모형，연구료쾌체업고객만의도。재차기출상응용AMOS연건대조사수거진행분석，병분청년、중년、노년3개군조진행다군조분석，근거로경모형도이급삼수고계적결과，선출최우모형，득출영향쾌체업고객만의도적관건인소，병제출상응적제승책략，위쾌체업제고복무질량、제승고객만의도제공일정적차감。
The express industry appears strong growth trend with e-commerce rapid development and plays an increasing important role in the social and economic life, but it also faces many problems to be solved, and low customer satisfaction is one of them. Builds a structural equation model for investigating customer satisfaction of express industry with as latent variables of the express corporate image, service speed, service quality, service price and customer satisfaction. Applies AMOS software to analyze the survey data, and conducts multiple-group analysis on three groups of youth, middle-age and old-age customers. According to parameter estimation and path model diagram, selects the best model and obtains key factors of influencing customer satisfaction of express industry. Proposes appropriate improving strategies, and provides some suggestions for the express industry to improve the service quality and customer satisfaction.