物流社会责任公众满意度评价

Evaluation on degree of public satisfaction with logistics social responsibility

结合物流社会责任实际状况,构建物流社会责任公众满意度评价体系。该评价体系主要由物流社会责任的公众品牌形象、公众期望、公众质量感知、公众价值感知、公众满意度、公众信任、公众抱怨等组成,通过定性与定量相结合的方法对该评价体系指标进行细化,并对各项参数之间的相互关系进行分析比较,及时发现企业履行物流社会责任中存在的问题,从而为企业更有效地提供物流服务,提升物流社会责任并制定发展战略提供参考依据。

The paper was to establish an evaluation system for degree of public satisfaction with logistics social responsibility, based on the real circumstance. Brand image of enterprises, public expectation, public apperception on quality, public apperception on value, degree of public satisfaction, public trust and public complaint of logistics society responsibility were concerned in this evaluation system, which was solved by both qualitative and quantitative methods. Also, the relationship among each parameter was analyzed and contrasted to discover the problems in logistics social responsibility, to help improving future logistics services and promoting strategy in logistics social responsibility.