【摘要】 为了提高网购快递物流服务质量,文章选取广西有代表性的、不同类型的快递物流企业为研究样本,以网购快递物流服务质量决定因素为主线,对服务质量、顾客满意、顾客信任等因素的相互关系进行研究,同时对快递物流服务补救这一干预变量的影响进行探讨。研究结果表明,网购快递物流服务质量与其决定因素之间关系方面具有普适性。更多还原

【Abstract】 To improve service quality of express logistics service for online shopping, taking some representative, different types express logistics enterprises of Guangxi as the research sample, taking the factors that determine the online shopping express logistics service quality as the main line, the interrelations of the factors such as the service quality, customer satisfaction, customer trust and other leading factors were studied. At the same time, the effect of the online shopping express logistics service remedy(an intervention variable) was discussed. The results showed that the relationship between online shopping express logistics service quality and its determinants is universal.更多还原