摘要
智能物流技术的飞速发展为物流业注入了巨大的内生动力,在特殊事件的冲击下,智能物流技术的作用更加凸显,而作为受益者的用户对智能物流的感知和反馈也尤为重要。文章以京东智能物流用户为研究对象,从技术认知、服务质量、顾客抱怨、品牌形象和使用意愿五个维度设计问卷并展开统计调查。研究发现,京东智能物流在服务质量和品牌形象方面用户的评价最高,同时,服务质量是影响顾客选择京东平台的感知意愿的最重要因素,而顾客抱怨对使用意愿并没有显著影响。
The rapid development of intelligent logistics technology has integrated a huge endogenous power into the logistics industry.Under the impact of the special event,the role of intelligent logistics technology is more prominent.The perception and feedback of users as beneficiaries on intelligent logistics is also particularly important.This paper takes JD smart logistics users as the research object,designs a questionnaire and conducts a statistical survey from five dimensions:technology cognition,service quality,customer complaints,brand image and usage intention.The study finds that JD smart logistics has the highest evaluation from users in terms of service quality and brand image.At the same time,service quality is the most important factor that affects customers,perceived willingness to choose the JD platform,while customers,complaints have no significant impact on their usage intention.
作者
辜子寅
黄龄萱
赵俊艳
李茂林
GU Ziyin;HUANG Lingxuan;ZHAO Junyan;LI Maolin(School of Mathematics and Statistics,Changshu Institute of Technology,Changshu 215500,China)
出处
《物流科技》
2023年第4期65-67,70,共4页
Logistics Sci-Tech
基金
2022年江苏省大学生创新创业训练计划项目“一骑红尘妃子笑,一路京东到我家——智能物流技术发展与应用前景研究”(202210333021Z)。
关键词
智能物流技术
用户视角
统计调查
intelligent logistics technology
user perspective
statistical survey
作者简介
辜子寅(1980-),女,湖北武汉人,副教授,博士,研究方向:经济统计。
