了解消费者持续使用众包物流服务的意图:来自中国的实证证据
Yu Liu1, Meng Shang1,2, Chunjie Jia1
1School of Flight, Anyang Institute of Technology, Anyang, 455000, China.
Heliyon
|April 29, 2024
概括
信任,感知价值和满意度推动了众包物流的持续使用. 然而,感知到的风险会对采用产生负面影响,这凸显了平台建立信任和确保服务质量的必要性,以确保持续的"最后一英里"交付成功.
科学领域:
- 物流和供应链管理的物流和供应链管理.
- 信息系统研究 信息系统研究
- 消费者行为分析 消费者行为分析
背景情况:
- 众包物流 (在线到离线) 对于中国的城市内即时交付至关重要.
- 独立快递员的服务质量不均对消费者构成风险,可能会影响持续采用.
- 现有的模型缺乏对影响在这种情况下继续使用的因素的全面理解.
研究的目的:
- 在众包物流中调查影响持续使用意向的因素.
- 分析信任,感知价值,满意度和感知风险的作用.
- 开发一个综合模型,以了解"最后一英里"交付部门的采用.
主要方法:
- 一项针对中国一,二线城市的292名参与者的调查.
- 测试假设的部分最小平方 (PLS) 方法.
- 整合电子客户满意度指数 (e-CSI) 和IS连续性 (PAM-ISC) 的接受后模型.
主要成果:
- 信任,感知价值和满意度积极影响持续使用意图,信任是最重要的因素.
- 感知到的风险会对持续使用的意图产生负面影响.
- 众包物流服务质量驱动感知价值和满意度.
- 感知到的风险调节了满意度和持续使用意图之间的关系.
结论:
- 建立信任对于持续采用众包物流至关重要.
- 平台必须管理感知到的风险,以提高用户满意度和持续使用.
- 综合模型为改善"最后一英里"交付服务提供了一个框架.
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