影响中国快递公司服务质量的因素分析 外文翻译资料

影响中国快递公司服务质量的因素分析

摘要：在国家“互联网 ”战略背景下，我国电子商务近年来发展迅速。其配套产业——快递业，也得到了迅猛的发展。然而，许多中国快递公司的服务质量仍然跟不上客户需求的步伐。本文通过问卷调查，分析了快递企业服务质量的影响因素，并利用SPSS软件对得到的数据进行了因子分析。“可靠性”、“亲和力”、“专业性”是影响快递企业服务质量的主要因素。

关键词:服务质量;表达;影响因素;因子分析。

1.介绍

近年来，在中国“互联网 ”发展战略的背景下，电子商务发展势头强劲，政府的大力支持下，我国快递企业发展迅速。然而，在面临巨大机遇的同时，快递行业也面临着挑战。随着快递企业数量的不断增加，服务质量同质化现象严重。这些公司之间的激烈竞争导致了服务质量和客户满意度的下降。因此，如何帮助快递企业理清思路，在竞争中脱颖而出，尤其是从消费者需求的角度出发，是快递企业急需解决的问题。

2.因素分析

因子分析起源于20世纪初卡尔·皮尔森和查尔斯·斯皮尔曼对智力测试的统计分析。目前，因子分析已成功地应用于心理学、医学、气象学、地址学、经济学等领域。因子分析常用的理论模型如下:

它也可以用矩阵形式表示为Z = AF U。

(1) Z为变量的标准得分;

(2) Fi (i = 1,2，hellip;m)表示因子，也称为公因数，因为它们出现在每个原始变量的线性表达式中;

(3) m是所有变量的公因数的个数。

(4) U为变量Z的残差，表示原变量中不能被因子解释的部分;

(5) A为各因子

3．快递服务质量的影响因素体系

3.1 快递服务流程

快递业是隶属于服务性行业的服务型行业。表达企业以客户为中心的需求。他们主要为顾客提供服务。确切地说，他们提供快递服务。它的主要流程是客户到快递站，服务人员收集快递邮件，然后填写提单信息，包装，然后运输到配送中心，分拣，运输到目的地，再由分销商发货，最后客户验收。在此过程中，客户和快递公司会充分联系。

3.2快递服务质量影响因素的选择依据

快递所有服务，包括包装是否合理安全，运费是否合理，网络跟踪信息系统是否及时更新。此外，整个快递企业的环境设施和快递展示方式都会影响服务质量。

因此，本文根据快递服务接触过程的特点，通过对15名客户(每月3次以上)和8名快递员工的深入访谈，综合出快递企业服务接触中影响客户满意度的17个因素。

3.3确定快递服务的影响因素

通过与15名客户的深入沟通，让他们回忆过去三个月的快递经历，联系快递企业的过程，感受快递服务，回忆影响客户满意度的因素。另一方面，从快递企业和服务商的服务人员的角度，回忆影响服务质量的因素。最后，对指标进行统计、分类和总结，提取出影响快递服务质量的17个因素，如下表所示。

表1。影响快递企业客户满意度的因素

3.4问卷设计与数据收集

其中，将上述17个因素直接转化为问卷中的评价项目，形成21个评价项目的问卷。17个项目以李克特量表的形式呈现。每个项目后面有五个选项，即“非常重要”、“更重要”、“一般”和“不重要”或“非常不重要”。每一关都有自己的分数，5比1。共发放问卷150份，回收问卷150份，回收率100%。其中有效问卷150份，回收率不低于20%。剔除不合格、不完整和相同的问卷，有效率为96.6%。样品数量满足测量项目数量不少于5倍的要求。调查样本中，男性58例，占38.67%;女性92例，占61.33%。21岁以下的客户14人，占样本总数的9.33%;21 - 30岁125人，占83.33%;31 - 40岁9人，占6%;40岁以上的客户2家，占1.33%。

3.5调查结果分析

根据SPSS进行因子分析后的数据，我们可以清楚地看到调查结果如下图所示。

表2。可靠性统计数据

首先,可靠性统计数据表明,克伦巴赫的水平alpha;为0.926,因此,所有的项目都应该保留,这进一步表明,研究数据的可靠性水平很高,也就是说,和调查问卷的质量很高。其次，通过KMO和Bartlett检验，KMO的抽样充分性测度为0.889，约为。卡方满足1370.133,df 136和s .表示0.000。各项指标均表明该方法适用于因子分析。

最后，作为因子分析结果，提取三个因子，占总方差的60.114%。为了明确各主因子的意义，得到因子的旋转分量矩阵，如下图所示。

表4。旋转成分矩阵

第一个因素主要反映了企业提供服务的可靠性。这意味着公司服务的目的是让顾客对他们所接受的服务感到放心。所以我们称之为“可靠性”。

二是合理设置快递站点，费用公开透明，业务流程简单易懂，薪酬制度和流程明确，快递失败后合理及时处理投诉。这些因素主要分析快递企业为顾客提供的便利服务，我们称之为“亲和力”。

第三个因素主要体现了快递服务人员的良好态度，耐心的解答客户的问题，准确的识别和处理客户的需求，这些都与服务人员有着直接的关系，我们称之为“专业”。

4. 总结

通过探索性因子分析，得出影响服务质量的17个变量可以归纳为“可靠性”、“亲和力”和“专业性”三个因素。总的来说，中国快递企业的服务质量不是很高。企业经理应该关注服务质量的影响因素，以吸引更多的顾客，获得更高的顾客满意度。

首先

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Advances in Economics, Business and Management Research, volume 91

1st International Symposium on Economic Development and Management Innovation (EDMI 2019)

Analysis of Factors Affecting Service Quality of Chinese Express Delivery Companies

Fan Yang

School of Management, Guilin University of Aerospace Technology, Guilin Guangxi 541004, P.R China

fanyang@guat.edu.cn

Abstract. Under the background of national 'Internet plus' strategy, E-commerce in China has developed rapidly in recent years. Its ancillary industry, the express delivery industry, has also get rapid development incidentally. However, the service quality of many Chinese express companies is still unable to match the pace of customer demand. Through questionnaire survey, this paper analyzed the influencing factors of service quality of express enterprises, and used SPSS to analyze the obtained data by Factor Analysis. 'Reliability', 'Affinity' and 'Professionally' are the main factors that affecting the service quality of express delivery enterprises.

Keywords: Service Quality; Express; Influencing Factors; Factor Analysis.

1. Introduction

In recent years, under the background of Chinas 'Internet ' development strategy, with the strong development trend of e-commerce and the strong support of the government, the express delivery enterprises in China have been developing rapidly. However, while facing enormous opportunities, the express industry is also facing challenges. With the increasing number of express delivery enterprises, service quality homogeneity is serious. The fierce competition among those companies leads to the decline of service quality and customer satisfaction. So it is an urgent problem for express delivery enterprises to help them straighten out their ideas and stand out in the competition, especially from the perspective of consumer demand.

2. The Factor Analysis

Factor analysis originated from Karal Pearson and Charles Spearmens statistical analysis of intelligence tests in the early 20th century. At present, factor analysis has been successfully applied in psychology, medicine, meteorology, address, economics and other fields. The common theoretical models of factor analysis are as follows:

It can be also expressed in matrix form as Z = AF U.

(1) Z is the standard score of the variables;

(2) Fi (i = 1, 2... m) stands for factors, which are also called common factors because they appear in the linear expression of each original variable;

(3) m is the number of common factors of all variables.

(4) U is the residual error of variable Z, represents the part of the original variable that cannot be explained by the factor;

(5) A stands for the matrix of the factorsrsquo; weight.

Copyright copy; 2019, the Authors. Published by Atlantis Press. This is an open access article under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

689

3. The Influencing Factors System of Express Service Quality

3.1 The Process of Express Service

Express is subordinate to service industry that service-oriented. Express enterprises demand to be customer-centered. They mainly provide services for customers. To be exact, they provide express delivery services. Its main process is that customers go to express stations, service staff collect express mail, then fill in the bill of lading information, packaging, then transport to the distribution center, sorting, transport to the destination site, then dispatch by distributors, and finally customer acceptance. Following the process, customers and express companies will fully contact each other.

3.2 Selection Basis of Influencing Factors of Express Service Quality

Express all services, including whether the packaging is reasonable and safe, whether the freight is reasonable, and whether the network tracking information system is updated in time. In addition, the environmental facilities and express displaying methods of the whole express enterprise will affect the quality of service.

Therefore, according to the characteristics of express service contact process, through in-depth interviews with 15 customers (more than three times a month) and 8 employees of express service, this paper synthesizes 17 factors affecting customer satisfaction in service contact of express enterprises.

3.3 Determining the Influencing Factors of Express Service

Through in-depth communication with the 15 customers, they are asked to recall the experience of sending express mail in the past three months, the process of contacting express enterprises, perceiving express service, and recalling the factors affecting their satisfaction. On the other hand, from the perspective of service staff of express delivery enterprises and service providers, recall the factors that affect service quality. Finally, the indicators are counted, classified and summarized, and 17 factors affecting the quality of express service are extracted, as shown in table below.

Table 1. Factors Influencing Customer Satisfaction of Express Enterprises

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