本科生学位论文物流服务质量对电商企业顾客满意度的影响研究姓名邢雪学号「在此处键入学号1专业「在此处键入专业名称]指导教师「在此处键入指导教师姓名和职称201X年X月X日摘要随着我国电子商务行业的发展，物流行业随之兴起。然而，面对当前各行各业的高质量发展，提高服务质量和顾客满意度必然成为电商企业的行业趋势，物流服务质量便成为衡量电商企业的重要因素。本文以安全性、便捷性、时效性、敏捷性四个指标作为研究的潜变量，进而对物流服务质量与顾客满意度之间的影响程度进行探究。首先，基于安全性、便捷性、时效性、敏捷性四个潜变量设计调查问卷，该问卷主体部分采用李克特量表，通过互联网平台进行问卷发放及回收，设计多个题项避免单个问卷题项主观性过强的局限性。其次，应用问卷分析法对回收的有效问卷数据进行分析，通过上述分析方法识别出影响顾客满意度的主要因素为物流服务质量。最后根据物流服务质量对电商物流所造成的不同程度的影响，从安全性、便捷性、时效性、敏捷性四个方面为电商企业提升顾客满意度提出应对措施。关键词：物流服务质量：顾客满意度：问卷分析法AbstractWith the development of my country's e-commerce industry,the logistics industry hasemerged.However,in the face of the current high-quality development of all walks of life,improving service quality and customer satisfaction will inevitably become an industry trend fore-commerce companies,and logistics service quality has become an important factor inevaluating e-commerce companies.This paper takes the four indicators of safety,convenience,timeliness and agility as the latent variables of the research,and then explores the degree ofinfluence between logistics service quality and customer satisfaction.First,a questionnaire isdesigned based on four latent variables of safety,convenience,timeliness,and agility.The mainpart of the questionnaire adopts the Likert scale,and the questionnaire is distributed andrecycled through the Internet platform,and multiple items are designed to avoid a singlequestionnaire.The subjectivity of the item is too limited.Secondly,the questionnaire analysismethod is used to analyze the recovered effective questionnaire data.Through the aboveanalysis method,it is identified that the main factor affecting customer satisfaction is thelogistics service quality.Finally,according to the different degrees of impact of logistics servicequality on e-commerce logistics,countermeasures are put forward for e-commerce enterprisesto improve customer satisfaction from four aspects:safety,convenience,timeliness,and agility.Key Words:logistics service quality;customer satisfaction;questionnaire analysis