拆遷安置社區居民對社區物流終端建設滿意度的影響因素研究

摘" 要：加強拆遷安置社區物流終端建設對于提升居民生活便利度、幫助失地農民融入城市生活具有重要意義。文章以甘肅省拆遷安置社區為研究區域，依據問卷與訪談資料，結合S-O-R模型，構建拆遷安置社區居民對社區物流終端建設滿意度影響因素的模型框架，探究影響居民對社區物流終端建設滿意度的因素。結果表明，網點建設、配送效率、服務質量、包裹安全對居民滿意度產生顯著的正向影響，同時，居民滿意度對居民使用意向產生顯著的正向作用，因此，四個維度以居民滿意度為中介對居民使用意向產生間接的正向作用。最后，提出促進拆遷安置社區物流終端建設提質增效的對策建議。

關鍵詞：拆遷安置社區；社區物流終端；滿意度；S-O-R模型；問卷調查

中圖分類號：F259.27" " 文獻標志碼：A

DOI：10.13714/j.cnki.1002-3100.2024.17.027

Abstract： It is of great significance to strengthen the construction of logistics terminals in resettlement communities to enhance the convenience of residents' lives and help land-lost farmers integrate into urban life. This paper takes the resettlement community in Gansu Province as the research area， builds a model framework of factors affecting residents' satisfaction with the construction of community logistics terminals based on questionnaire and interview data and the S-O-R model， and explores the factors affecting residents' satisfaction with the construction of community logistics terminals. The results show that network construction， distribution efficiency， service quality and parcel security have a significant positive impact on residents' satisfaction， and at the same time， residents' satisfaction has a significant positive effect on residents' usage intention. Therefore， the four dimensions mediated by residents' satisfaction have an indirect positive effect on residents' usage intention. Finally， the paper puts forward some suggestions to improve the quality and efficiency of logistics terminal construction in resettlement communities.

Key words： resettlement community; community logistics terminal; satisfaction; S-O-R model; questionnaire survey

隨著我國網絡購物規模的不斷擴大，社會需要物流行業有更大的發展與作為，以支撐網購經濟的發展。消費者則希望物流行業能夠在配送效率、服務質量、配送站點設置等方面有所進步，以便利網絡購物消費。可見，完備的物流體系建設業已成為網絡購物高質量發展的關鍵支撐要素。在物流配送環節中，社區物流是將貨物密集地從供應商處運送到社區居民手中的一種物流模式，屬末端物流，也常被視為物流行業的“最后一公里”[1]。在物流訂單量激增的背景下，打通便民服務的最后一公里，提升社區居民滿意度尤為重要。拆遷安置社區是由廣大失地農民及外來租住戶聚居而成，住戶結構復雜，具有天然的離散性和破碎性[2]。……