生鲜电商物流服务质量评估指标体系研究

Research on Index System of Logistics Service Quality Evaluation of Fresh Product E-commerce

基于SEVRQUAL模型以及《物流企业冷链服务要求与能力评估指标》国家标准,从顾客的视角出发,构建了一个5个维度以及25个指标构成的生鲜电商物流服务评估指标体系。采用李克特5级量表设计了相关问卷,对目标样本进行调研,通过因子分析,最终筛选得出了4个主要维度以及18个指标,指标集从便利性、专业性、保障性、可靠性4个角度描述了生鲜电商物流服务的概况,通过从顾客的角度对指标集进行分析,为生鲜电商提供相应的管理建议。

This paper establishes an index system of logistics service evaluation of fresh product e-commerce composed of 5 dimensions and 25 indicators from the perspective of customers based on SEVRQUAL model and national standard of cold chain service requirements and ability evaluation indicators of logistics enterprises.It designs relevant questionnaires with likert 5scale,investigates object samples and finally obtains 4 major dimensions and 18 indicators through factor analysis.The index set describes the general situation of logistics service of fresh product e-commerce from the perspective of convenience,speciality,supportability and reliability.This paper makes corresponding management suggestions for fresh product e-commerce through analysis on index set from the perspective of customers.