物流管理-大学校园外卖配送体系对用户满意度的影响研究——以中山市为例论文.docVIP

PAGE PAGE 1 大学校园外卖配送体系对用户满意度的影响研究——以中山市为例 【摘要】本文在研读国内外相关文献研究的基础上，与实际校园外卖配送体系向结合，总结出影响外卖配送满意度的五个维度，分别是有形性、可靠性、响应性、保障性和情感投入性。其次，使用SEVRQUAL模型和LSQ模型设计问卷，并提出本文的假设。最后使用SPSS对收集到的数据进行分析，验证假设，得出研究结论。 研究结果表明：（1）周点外卖频率对顾客满意度指标产生显著影响；（2）外卖商家的可靠性对顾客总体满意度产生显著正向影响；（3）外卖商家的响应性对顾客总体满意度产生显著正向影响；（4）商家对外卖商品的保障性对顾客总体满意度产生显著正向影响。基于以上结论，对外卖商家提出相关建议。最后，本文根据分析结果整合了本研究的不足之处，并今后的研究进行了展望。 【关键词】校园外卖；配送体系；用户满意度 Research on the influence of campus food delivery system on user satisfaction -- a case study of Zhongshan city [Abstract] On the basis of studying relevant domestic and foreign literature and combining with the actual campus takeout delivery system, this paper summarizes five dimensions that affect the satisfaction of takeout delivery, namely tangibility, reliability, responsiveness, assurance and emotional engagement. Secondly, SEVRQUAL model and LSQ model were used to design the questionnaire, and the hypothesis of this paper was proposed. Finally, SPSS was used to analyze the collected data, verify the hypothesis and draw the research conclusion. The results show that :(1) the frequency of weekly takeout orders has a significant impact on the customer satisfaction index; (2) the reliability of takeout merchants has a significant positive impact on overall customer satisfaction; (3) the responsiveness of takeout merchants has a significant positive impact on overall customer satisfaction; (4) the guarantee of the goods sold by merchants has a significant positive impact on the overall customer satisfaction. Based on the above conclusions, foreign sellers put forward relevant Suggestions. Finally, based on the analysis results, this paper integrates the shortcomings of this study, and the future research prospects. [Keywords] Campus Food delivery system User satisfaction 目 录 TOC \o 1-2 \h \u 6677 1 前言 1 26366 1.1 研究背景 1 122 1.2 研究现状 1 17676 1.3 研究意义 2 20277 1.4 研究内容 3 18510 1.5 研究方法与技术路线 3 30899 1.6 创新点 4 11560 2 理论基础 5 13515 2.1 外卖及外卖配送概述 5 3340 2.1.1 校