基于配对样本t检验的生鲜电商物流服务案例评估

Evaluation of Fresh Product E-commerce Logistics Services Case Based on Paired-sample t-test

为了对生鲜电商的物流服务进行实际的评价,在SERVQUAL模型和《物流企业冷链服务要求与能力评估指标》(GB/T 31086—2014)国家标准基础上,得出了生鲜电商物流服务质量的评估指标集。利用回归分析的方法,确定了指标体系的各级权重,然后采用服务质量差距模型以及配对样本t检验的方法,对生鲜电商—顺丰优选进行了物流服务质量的评估。根据评估结果发现,顺丰优选的物流服务水平并没有达到顾客的期望,但仍处在容忍区间之内,需要进一步的提升。

For the actual evaluation of fresh product e-commerce logistics services,this paper obtains evaluation index set of fresh product e-commerce logistics service quality,based on SERVQUAL model and the national standard of Requirements and Ability Evaluation Indicator of Cold Chain Services for Logistics Enterprises（GB/T 31086-2014）.With the regression analysis,the weight of the index system is determined too.Then,the gap model of service quality and paired samples t-test method are applied to assess logistics service quality of fresh product e-commerce-SF Best.According to the results of the assessment,logistics service level OFSF Best fails to reach customers expectations,but is still within the range of tolerance and needs to be further enhanced.