【作者】 王薇；

【导师】 周根贵；

【作者基本信息】 浙江工业大学 ， 物流工程， 2011， 硕士

【摘要】 随着互联网的兴起和广泛应用,消费者开始通过网络来购买所需要的商品。由于网上购物成本低廉,商品丰富,操作方便等优点,越来越多的人开始在网上购买自己所需的商品或服务,同时顾客对物流服务质量的要求也越来越高,网上购物出现了诸多问题,比如许多顾客抱怨网上购物配送不及时,客服应答不及时,买的东西没有实体店放心,备选货品太少等等。物流服务质量仿佛成了阻碍网上购物继续蓬勃发展的重要因素。提高网上购物中的物流服务质量越来越引起人们的关注。本文针对这些问题,将网上购物分成不存在退货情况和存在退货情况两种可能,分别进行分析。文章把网上购物的物流服务质量分解成多个维度层次进行分析,然后将其与网上购物顾客满意度、忠诚度、信任度建立关系,分析物流服务质量对网购行为存在的关系。本课题通过相应指标制定顾客满意度的调查问卷。本文使用SPSS13.0和AMOS7.0统计软件对数据进行分析,修改测评模型得到最优模型。通过模型可以清楚的反应物流服务质量对网上购物满意度、忠诚度、和信任度之间的内部关系,为网络卖家提供有意义的系统模型,并有助于提高其物流服务质量。以往的许多论文大都忽略了网上购物中发生退货情况时的物流服务质量,或者直接将其整合到正常购物时的模型。本文在研究物流服务质量时特意将两种情况分开讨论,更有助于理解在退货退款存在时,物流服务质量的重要性。更多还原

【Abstract】 With the advent of the Internet, and its wide usage, consumers begin to buy the required goods through the Internet. Due to the low cost, commodity rich, and easy operation of online shopping, more and more people prefer to shop on the net. On the same time, the quality of logistics service requirements has also become higher. There exist many problems in e-shopping. A large number of customers complain that online shopping is not timely delivery, customer service response is not timely, goods is not the same as that in physical store, too few options for goods and so on. Logistics service quality seems to be an important factor to enhance the prosperity of online shopping. More and more people pay attention to improve the logistics service quality of online shopping.In this paper, these problems will be divided into two cases for analysis. This paper divides the logistics service quality of online shopping into multiple dimensions of levels to analysis, then establishes a relation between the logistics service quality with the customer satisfaction, loyalty, and the trust relationship. The research is based on a questionnaire of customer satisfaction.The current article uses SPSS13.0 and AMOS7.0 statistical software to data analysis. Through evaluating the model, which adjusts to the optimal model, can clearly respond the inner relations between logistics service quality of online shopping and customer satisfaction, loyalty, and trust. This article provides a meaningful system model for the r-tailers and helps them to improve their logistics service quality. Most of the past papers ignored the logistics service which occured in return situation, or directly integrated it into the normal shopping model. When the paper begins to research on the logistics service quality on e-shopping, we divide it into two conditions. It is more useful to help people to understand the presence of the refunds and how important the logistics service quality is.更多还原