摘要
快递业务规模的迅速扩大对快递服务质量的提高提出了新的挑战。本文以邮政行业消费者有效申诉的主要问题为实验设计基础,利用选择试验方法,基于新疆201个快递用户1608个选择集的调研数据,分析了受访用户对快递服务质量的四个质量属性——快捷性、便利性、可靠性及服务态度亲和性的支付意愿。随机参数模型实证结果表明:受访用户对快递服务便利性的支付意愿最高,其次是可靠性、快捷性,支付意愿最低的是服务态度的亲和性。按照支付意愿越高其稀缺程度越高的逻辑思路,我们可以由快递服务质量属性的支付意愿推断快递服务质量的提升优先序,即优先提高快递业的便利性和可靠性。
The rapid expansion of express business scale brings new challenges to the improvement of express service quality. As the basisof experimental design that uses the effective consumer complaints of the postal industry in 2016, using the method of choice experiment, based on the survey data of 1608 selection sets of 201 express users in Xinjiang, this paper analyzes the willingness to pay of the four characteristic attributes of the express service quality-quickness, convenience, reliability and affinity of the service attitude. The empirical results of Random Parameter Model show thatthe willingness to pay of convenience of the express service is the highest, followed by reliability and quickness, the lowest willingness to pay is the affinity of the service attitude.According to the logic that the higher the willingness to pay, the higher the degree of scarcity, we can infer the priority of improving the quality of express service from the willingness to pay of express service quality attribute, that is, to give priority to improving the convenience and reliability of express industry.
出处
《价格理论与实践》
北大核心
2019年第9期141-144,共4页
Price:Theory & Practice
基金
中国物流学会课题:新疆快递服务质量提升路径——基于选择实验法的分析(2016CSLKT3-168).
关键词
快递服务质量
选择实验
支付意愿
Express service quality
Choice experiment
Willingness to pay
