基于期望与实绩比较模型的物流服务质量评价

Evaluation of Logistic Service Quality based on Expectation-performance Comparison Model

在阐述物流服务质量内在和外在影响因素的基础上,利用PZB组合顾客感知服务质量模型中的SERVQUAL方法构建物流服务质量评价指标体系。通过对物流服务质量为一级指标,有形性、可靠性、反应性、保证性、移情性5个为二级指标,22个评价维度为三级指标的物流服务质量评价体系进行分析,提出顾客服务质量满意度计算公式,在此基础上对顾客期望值进行量化,进一步探讨顾客感知满意度,从而得到相应的物流企业服务质量改善的建议。

Based on expounding the internal and external influence factors of logistic service quality, by using the method of combining PZB with SERVQUAL belonged to the model of customer＇s perceived service quality, the evaluation index system of logistic service quality is established. Through analyzing the evaluation system of logistic service quality, which composed with taking logistic service quality as level 1 index, taking tangibility, reliability, reactivity, assurance and empathy as level 2 indices and taking 22 evaluation dimensions as level 3 indices, this paper puts forward the satisfaction calculation formula of customer service quality, based on above, the paper makes quantization on customer＇s expectation and further discusses customer＇s perceived satisfaction, thereby the relative suggestions on improving service quality of logistic enterprises are achieved.