美团平台物流配送服务消费者满意度实证研究

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中图分类号：F259.27 文献标志码：A DOI： 10.13714/j.cnki.1002-3100.2026.04.009

An Empirical Study on Consumer Satisfaction of Logistics and Distribution Services on Meituan Platform

MENG Lin （Fujian Vocational College ofAgriculture， Fuzhou 35oooo， China）

Abstract： Against the backdrop of instant logistics becoming a core battleground in e- commerce，asa leading platform in domestic instantlogistics，Meituan'sdeliveryservicequalitydirectlyinfluencestheconsumerusageintentionandtheplatform'smarket competitivenes.ThispapertakesMeituan'slgisticsanddeliveryserviceastheobject，selectsfivecoredimensions includingdelivery speed，deliveryuacyiceatide，acaggalitydifatianevel，dctsacaludybig textmining，questionnairesurveys，andtheImportance-PerformanceAnalysis IPA）.Theresearchcolects 3286useomments fromthe Meituan AppbetwenJanuaryand March 2O24，designsa Likert5-pointscale questionnaire，andobtains 486validsamples. TheIPAshows tattheimportanceofeliveryaccuracyis4.52andthesatisfactinis4.O8，whiletheimportaneofdeliveryspeedis 4.48andthesatisfactionis4.12.Bothofthemare"highimportancehighsatifaction"advantageousindicators.Theimportanceof informatizationlevelis421andthestisfactionis3.68，whileteimportanceofpackagingqualityis405andthesatisfactios3.52. Bothofthemare"highiportance-lwsatisfactio"shortcomingindicatorsBasedonthis，trategiessuchasupgradingtheintellgt trackingsystemand promotingcustomizedecofriendlypackagingare proposed，whichcan provide practicalreferenceforMeituan andsimilarinstantlogistics platforms，andenrichthetechnical methodologysystemforsatisfactionevaluationinthelogisticsand delivery field.

Key Words： Meituan platform; instant logistics; consumer satisfaction; Importance-Performance Analysis;extmining

1研究背景与研究动态

近年我国即时物流行业高速发展，2024年市场规模突破5840亿元，“平台 + 骑手”模式占比超 70% 。（剩余5367字）