【作者】 刘晓静； 闫涛；

【Author】 Xiaojing LIU,Tao YAN School of Management,Bohai University,Jinzhou 121013,Liaoning,China

【机构】 渤海大学管理学院；

【摘要】 在已有文献的基础上,建立了快递公司顾客忠诚度影响因素理论模型,提出了相关假设,并采用问卷调查法,运用SPSS统计分析软件进行了因子分析、相关分析和回归分析,对回收的135份有效问卷进行了假设验证。研究发现:公司形象和感知价值对顾客满意有显著的正向影响;期望价值对顾客满意的影响非常小;公司形象对感知价值和期望价值有显著的正向影响;公司形象、感知价值、期望价值和顾客满意对顾客忠诚均有显著的正向影响。顾客满意对公司形象和顾客忠诚有部分中介作用,对感知价值和顾客忠诚具有完全中介作用,对期望价值和顾客忠诚没有中介作用。更多还原

【Abstract】 On the basis of extant literature,we build a theoretical model of the factors impacting customer loyalty of express company,and propose some hypotheses.We adopt questionnaire method,and use SPSS statistical analysis software to make factor analysis,correlation analysis and regression analysis,and then make hypothesis verification for the returned 135 valid questionnaires.We found out that company image and perceived value have significantly positive effect on customer satisfaction but expected value has small effect on customer satisfaction.Company image has significantly positive effect on perceived value and expected value.Company image,expected value,perceived value and customer satisfaction have significantly positive effect on customer loyalty.Customer satisfaction has part of intermediary effect on company image and customer loyalty,has completely intermediary effect on perceived value and customer loyalty,has not intermediary effect on expected value and customer loyalty.更多还原