宠物经济背景下重庆主城区宠物上门服务满意度提升对策研究
A Study on Strategies for Improving Customer Satisfaction with Pet Door-To-Door Services in the Main Urban Area of Chongqing under the Background of the Pet Economy

随着宠物经济火热，宠物被视为家人，而很多上班族宠物主并没有太多的精力和时间照顾宠物，特别是因体检、接种疫苗、驱虫、修剪指甲等算不上标准的医疗项目去一趟医院费时费力，还有交叉感染的可能性，消费痛点突出，宠物上门服务便应运而生。为探究宠物上门服务市场及服务现状，文章运用问卷调查方法，以重庆主城九区宠物主为调查对象，基于顾客满意度指数(ACSI)模型，通过多元线性回归分析和基于CB-SEM的间接影响分析，对宠物上门服务的顾客满意度进行了深入研究，调查结果显示，服务人员的专业技能、服务态度以及服务可靠性是影响满意度的重要因素。为此，文章提出了借力大数据开展精准营销、提高服务人员专业技能、拓展增值服务、提供女性宠物主专属服务、完善上门服务规划制度等对策，从而推动宠物上门服务行业的规范化、专业化发展，实现健康、可持续的增长。
With the booming pet economy, pets are regarded as family members. However, many working pet owners do not have much energy and time to take care of their pets. Especially, visiting the hospital for non-standard medical procedures such as physical examinations, vaccinations, deworming, and nail trimming is time-consuming and laborious, with the possibility of cross-infection. This highlights the pain points in consumption, and pet door-to-door services have emerged as a response. To explore the market and service status of pet door-to-door services, this article uses a questionnaire survey method, targeting pet owners in the nine districts of Chongqing’s main city. Based on the Customer Satisfaction Index (ACSI) model, through multiple linear regression analysis and indirect impact analysis based on CB-SEM, an in-depth study of customer satisfaction with pet door-to-door services is conducted. The survey results show that the professional skills, service attitude, and service reliability of service personnel are important factors affecting satisfaction. Therefore, this article puts forward countermeasures such as using big data to carry out precision marketing, improve the professional skills of service personnel, expand value-added services, provide exclusive services for female pet owners, and improve the door-to-door service planning system, in order to promote the standardized and professional development of the pet on-site service industry and achieve healthy and sustainable growth.