Research On The Factors Affecting Customer Satisfaction Of Intelligent Express Cabinets In Northeast China

Under the dual promotion of e-commerce and Internet of Things technology,intelligent express cabinets came into being.The intelligent express cabinet has improved the "last mile" problem to a certain extent,making China's logistics service system more seamless.Northeast China(the provinces of Heilongjiang,Jilin,Liaoning)is an important part of China's express delivery business,the use of intelligent express delivery cabinets has also gained popularity in this area.At the same time,it also highlights some development problems,such as the lagging of spatial layout planning,the disunity of relevant industry systems and so on.Therefore,it is of great value to study the satisfaction of intelligent express delivery cabinets in Northeast China.This paper takes the users of intelligent express cabinets in Northeast China as the research object,and obtains the main influencing factors through the analysis of the factors affecting the satisfaction of using intelligent express cabinet.It is hoped that the research results can provide decision support for enterprises to improve their products or services.First of all,the thesis reviews the intelligent express cabinet,value-added services,customer satisfaction theory and service quality theory.Secondly,combined with the development of consumer culture and intelligent express cabinet in Northeast China,this paper selects 22 factors from five aspects: brand image,user expectation,perceived quality,perceived value and user satisfaction to construct the model,and puts forward nine hypotheses.After that,the SPSS software was used to conduct pre-survey data reliability and validity test.After the test was passed,the final sample data collection was started,and the data and model hypotheses were tested and corrected using SPSS software and AMOS software.The empirical analysis shows that the eight hypotheses are supported.Among them,perceived value has the greatest impact on customer satisfaction;perceived quality and brand image have almost the same impact on satisfaction,and the impact is greater;value-added services have a certain impact on customer satisfaction.However,there is no significant impact on the basic services;the brand image is positively acting on the customer satisfaction assumption and is not supported.Finally,according to the results of empirical analysis,this paper puts forward the following four suggestions: focusing on product/service design,increasing preferential activities;promoting multi-party cooperation,focusing on word-of-mouth management;ensuring basic services,developing value-added services;focusing on product/service updating and expanding target groups.