摘要
从技术质量和功能质量相结合的角度出发建立起物流企业服务质量评价模型。以该理论模型为基础,经过问卷调查和实证研究,消化吸收我国物流企业的一些特有因素,开发设计了物流企业服务质量评价的6个维度23个指标题项问卷,通过项目分析、信度分析等方法对指标体系进行了筛选,删除了其中4个不合适和对结果影响较小的指标,最后确定了6个维度19个测量指标的服务质量测评量表。利用正式调研数据从信度、效度等方面对量表进行了验证。结果表明:量表具备较好的信度和效度,6个维度和总体服务质量显著相关且相关度高,是可靠和有效的物流企业评价工具,为促进我国物流企业服务质量的发展提供了一定的参考。
From the combination angle of technology quality and functional quality, the paper built theoretical model of Logistics enterprise service quality. On the basis of the questionnaire and expert interview, the paper designed the evaluation questionnaire, which contain six dimensions, 23 measurement index. By item analysis and reliability analysis, the paper removed four inappropriate item to the results. Finally the paper identified 6 dimensions and 19 indicators. Data analysis verified the reliability and validity of the scale. The results show： the scale has good reliability and validity, and 6 dimensions and overall service quality is correlate, it＇s reliable and effective evaluation tools suitable for logistics enterprise. It provide certain reference to promote development of China＇s logistics service quality enterprise.
出处
《技术经济与管理研究》
2012年第7期29-32,共4页
Journal of Technical Economics & Management
基金
江苏大学博士生创新基金项目(1291160049)
关键词
物流企业
技术质量
功能质量
服务质量
Logistics enterprise
Technology quality
Function quality
Service quality
