我国港口物流园区服务质量评价指标体系

Index System for Port Logistics Park Service Quality Evaluation in China

针对港口物流园区规模不一,服务质量存在许多问题,缺乏评价标准等问题,借鉴PZB的SERVQUA方法,从港口主要业务服务和业务流程中,提取影响顾客感知服务质量的指标,建立可供港口物流园区进行比较的服务质量评价指标体系,促进港口物流园区有针对性地改善,有利于不同地区港口物流园区的比较,从而提高竞争力。

Currently,port logistics parks in China vary greatly in scale and have different service quality evaluation standards.In view of these problems,the paper employs the SERVQUA of PZB to extract,from the major services and service processes of port logistics parks,the influence factors of the customers＇ perception of service quality and establishes an index system of service quality evaluation that enables comparison between different port logistics parks which can help the clear-targeted improvement of port logistics parks.