物流企业服务质量管理与服务绩效的关系机制研究

Study on Relational Mechanism between Service Quality Management and Service Performance of Logistics Enterprises

对物流服务质量管理制度进行了分解,从其六个主要变量即物流服务标准、物流服务理念、物流服务战略、物流服务规程、物流服务应急系统以及物流服务章程等方面对其与物流服务绩效的关系进行研究,在概述了其关系概念模型的基础上提出了六个基本假设,最后采取调查问卷分析和结构化方程建模方法重点对物流企业服务质量管理与服务绩效关系机制进行了实证研究。

In this paper, we decomposed the quality management system of logistics services and studied its relationship with logistics service performance on the aspects of service standard, service ideology, service strategy, service procedures, service emergency system and service rules, etc., and proposed six hypotheses on the basis of an exposition of the relational conceptual modal. At the end, we studied with emphasis the relationship mechanism between service quality management and service performance of the logistics enterprises through questionnaire survey and structural equation modeling.