物流企业服务质量管理的制度因素对服务绩效的影响

The Influence of Service Management Institutional Factors on Logistics Companies Service Performance

本文选择了北京、上海、成都等地区物流企业为调研对象,在进行问卷调查的基础上,从服务标准、服务战略、管理章程、服务理念等6个维度构建了物流企业服务质量管理的制度因素对其服务绩效产生影响的概念化模型。论文选择运用SPSS和AMOS软件分析了各变量之间的相关关系,运用结构方程测量模型对概念模型进行调整与修正,探讨了物流企业服务质量管理的制度因素对服务绩效的影响机理和途径,并得出了各个制度因素对服务绩效的影响度。研究认为,制度因素的6因子对企业服务绩效会产生不同程度的影响,利用各因子影响程度的不同开展相应的服务管理,有助于促进企业制度因素的完善,进而提高服务绩效。

On the basis of a questionnaire survey to many logistics companies in Beijing, Shanghai, Chengdu and other areas, this paper built a conceptual model about internal service management institutional factors affecting the service performance from six dimensions： the service standards, service strategy, management charter, the service concept and so on. Papers chose SPSS and AMOS software to analyze the relationship among variables, and using the structural equation models, this study tested those hypotheses and adjusted. Based on that, the paper focus on the effective influencing mechanism and path of the service management institutional factors on service performance, and got the influence degree. The study results show that the service performance of logistics companies are affected more or less by the six factors. Therefore, in order to improve logistics companies service performance, managers of logistics companies could carry out the appropriate service management by the different levels factors.