快递物流企业提升客户忠诚度研究_刘明

、。《》。。。。。。。。、、、、。F713.36ResearchonImprovingCustomer'sLoyaltytoExpressLogisticsEnterprisesLIUMing，YANGLu-ming（SchoolofBusinessandTourismManagement，YunnanUniversity，KunmingYunnan650091，China）Abstract：TheoverallsatisfactionofexpresslogisticsenterprisesisrisinginrecentyearsinChina，buthighsatisfactiondoesnotequaltohighloyalty.Alongwiththefiercecompetition,customerloyaltyisincreasinglyprominent.ThepaperfirstreportedthestateofexpresslogisticsmarketinChina，andcombedtheinfluencefactorsofcustomerloyalty.Afterdeterminingthefinalinfluencefactorsofcustomerexpectationquality，customerperceivedquality，customerperceivedvalue，corporateimageandcustomersatisfa-ction，thecustomerloyaltymodelisbuilt.Basedonthequestionnaire'sdesign，recoveryandstructuralequationmodel，thepaperconcludedthatthemaininfluencefactorswerecorporateimageandcustomerperceivedvalue.Intheend，thepaperputforwardthecorrespondingsuggestionfromthreeaspects.Keywords：Expresslogistics；Logisticsenterprises；Logisticsmanagement；Courierservice。65··23846.127853.920428.121~252224326~3019437.631~355210.13661.226551.416832.683161~334566.93~513926.95~7203.97~10101.91020.4EMS428.111021.35510.79718.86111.87113.88015.5a1a2a3a4a5a6a7a8a9a10a11a12a13a14a15a16a17a18a19a20a21。“”。。CRCR。。。、、。、。、1.。、、、。。、、、、、、。。、、、。2.、、、、、、、、、。。、、、。66··Cronbach'sAlphaCronbachsAlpha.944.94721eeeeeeeeeeee111111111111aaaaaaaaaaaaaa111eeaaaeee11111aaaaeeee1111111Kaiser-Meyer-Olkin.815Bartlett1060.378df276Sig..000、。。。3.、、、、、。。、、。。。、1.。、。。。。。2.。。3.。a、a、a、aaaaaa、a、aaaaa、aaaa、a、aaaaaaa、a、a、aaaaaa、a、a、aaaaa。—————。—。。。、67··GFICFINFIRMSEAAICCAIC291.479(178)0.930.900.920.01396.15697.5655RegressionWeights(Groupnumber1-Defaultmodel)EstimateS.E.C.R.P----1.245.3583.473***-----1.541.2745.629***-----7.82427.219.287***----10.74033.835.317***-----1.333.6412.080***----.933.7171.302***---1.1181.333.839***----.6231.223.509***---.413.3361.228***---1.190.5702.086***----.316.401.788***a6----1.129.2135.307***a10----.694.1106.332***a11----.732.1176.280***a13----1.000a14----1.040.1367.649***a15---1.000a16---.999.1118.975***a17---.990.1089.145***a18---1.000a19---1.461.2765.296***a20---1.579.3085.130***a21---.910.1944.688***a4---1.831.4703.896***a3---1.420.4013.541***a1---1.000a2---1.721.4473.851***a5----1.000a8----1.074.2115.088***a7----1.129.2135.307***a9----1.000a12----.058.177.329***、。、。1.、、。。“”。。。。、。。。、。2.。。、、。、。3.。、。。、1.。。68··1.194.555.7402.022.020.320.931.25eeeeeeeeeeee111111111111aaaaaaaaaaaaaa11eeaaaeee111aaaaeeee1111.42.15.28.14.25.20.20.22.20.26.30.941.721.421.001.141.831.001.241.131.131.071.541.00.73.69.06.0511.00zzzz.911.581.461.00.051z.41.17.30.19.31.31.13.10.13.121.001.00.991z.06.931.191.1210.747.82.221.33.621.001.04.32。。。。2.、、。、。。、。、。。【】TianYuan-F169··