快递服务质量与顾客忠诚的关系分析

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1、-------华中科技大学硕士学位论文KeyWords:ServiceQualityCustomerSatisfactionCustomerTrustCustomerLoyaltyIII-----------华中科技大学硕士学位论文目录摘要.........................................................................................................................................IAbstract.........

2、........................................................................................................................II目录.......................................................................................................................................IV1绪论...........

3、..........................................................................................................................11.1研究背景....................................................................................................................................11.2研究目的与意义..

4、.....................................................................................................................21.3研究方法....................................................................................................................................31.4技术路线图.........

5、.......................................................................................................................32文献综述............................................................................................................................42.1快递行业定义及发展现状...........

6、...........................................................................................42.2服务质量的涵义及其研究现状.............................................................................................52.3顾客忠诚的概念及其研究现状.........................................................

7、...................................93理论模型与研究假设......................................................................................................153.1研究假设......................................................................................................................

8、...........153.2理论模型建立.....................................................