信息工程与人工智能学院知识库

随着我国智慧物流的不断发展，物流行业技术水平不断提升，物流企业顾客对配送服务质量的要求相应提升。政府对智慧物流发展支持力度不断加大，如何在智慧物流发展下保持竞争优势成为各大物流配送企业的关注重点，而顾客对企业配送服务的满意度是物流企业竞争优势的重要来源。基于此，本文以智慧物流发展为背景，研究配送服务质量的顾客满意度，据此提出相应意见，为我国物流企业顾客满意度提升提供参考。

本文在顾客感知服务质量模型、感知价值理论、顾客满意理论以及现有文献综述基础上提出配送服务质量在配送服务个性化、配送信息服务、配送服务人员素质、配送及时性、配送安全性、服务响应性六个因素上与顾客满意度的关系假设，以及智慧物流技术调节作用假设、感知价值中介作用假设。以研究假设为基础设计调查问卷，以A物流企业为调查范围获得调查数据进行实证研究。实证结果显示，控制变量性别和年龄不会影响顾客对配送服务质量的满意度，而顾客学历水平、月网购频率、月寄件频率对顾客满意度影响存在显著负向效应。关键变量中，配送服务质量六个关键因素配送服务个性化、配送信息服务、配送服务人员素质、配送及时性、配送安全性、服务响应性均对顾客满意度存在显著正向影响。其中，配送安全性影响程度最大，其次是配送及时性和配送服务人员素质，而配送服务个性化、配送信息服务的影响程度显著低于其他因素。感知价值在配送服务质量因素与顾客满意度之间存在显著的中介作用，并且智慧物流技术在配送服务质量六个关键因素与感知价值之间存在显著调节作用。此外，本研究对样本对象进行城乡分组，分组结果显示农村地区顾客满意度对配送服务质量提升的敏感度更高。据此，本研究从配送服务质量的配送服务个性化、配送信息服务、配送服务人员素质、配送及时性、配送安全性、服务响应性六个维度提出促进物流企业配送服务质量提升的建议，并推进智慧化技术在物流配送服务中的应用，推动农村地区物流配送服务业的发展，以此提升物流配送企业顾客满意度，进而促进物流企业在智慧物流发展下竞争实力增长。

With the continuous development of China's smart logistics, the technical level of the logistics industry has been continuously improved, and the requirements of logistics enterprise customers for distribution service quality have been correspondingly improved. The government's support for the development of smart logistics is increasing. How to maintain competitive advantage under the development of smart logistics has become the focus of major logistics distribution enterprises, and customer satisfaction with enterprise distribution services is an important source of competitive advantage of logistics enterprises. Based on this, taking the development of smart logistics as the background, this paper studies the customer satisfaction of distribution service quality, and puts forward corresponding opinions, so as to provide reference for the improvement of customer satisfaction of logistics enterprises in China.

Based on customer perceived service quality model, perceived value theory, customer satisfaction theory and existing literature review, this paper puts forward the relationship hypothesis between distribution service quality and customer satisfaction in six factors: personalized distribution service, distribution information service, distribution service personnel quality, distribution timeliness, distribution security and service responsiveness, And the adjustment hypothesis of intelligent logistics technology and the intermediary hypothesis of perceived value. Based on the research hypothesis, the questionnaire is designed, and the survey data are obtained from a logistics enterprise for empirical research. The empirical results show that the control variables gender and age will not affect customers' satisfaction with distribution service quality, while customers' educational level, monthly online shopping frequency and monthly mail frequency have a significant negative effect on customers' satisfaction. Among the key variables, the six key factors of distribution service quality, personalized distribution service, distribution information service, distribution service personnel quality, distribution timeliness, distribution security and service responsiveness all have a significant positive impact on customer satisfaction. Among them, the impact of distribution security is the largest, followed by distribution timeliness and the quality of distribution service personnel, while the impact of personalized distribution service and distribution information service is significantly lower than other factors. Perceived value plays a significant intermediary role between distribution service quality factors and customer satisfaction, and intelligent logistics technology plays a significant regulatory role between the six key factors of distribution service quality and perceived value. In addition, this study groups the sample objects in urban and rural areas. The grouping results show that customer satisfaction in rural areas is more sensitive to the improvement of distribution service quality. Therefore, this study puts forward suggestions to improve the distribution service quality of logistics enterprises from the six dimensions of personalized distribution service, distribution information service, distribution service personnel quality, distribution timeliness, distribution security and service responsiveness, and promotes the application of intelligent technology in logistics distribution services to promote the development of logistics distribution service industry in rural areas, In order to improve the customer satisfaction of logistics distribution enterprises, and then promote the growth of competitive strength of logistics enterprises under the development of smart logistics.