基于顾客感知的物流服务质量提升研究

Study on quality improvement about logistics service based on customer perception

为了研究感知服务质量对顾客的影响,不断提高顾客感知服务质量水平,通过对顾客感知服务质量的理论分析,归纳出顾客感知服务质量的模型.结果表明:顾客是服务质量的评价者,物流服务质量是一种顾客感知质量,是服务过程质量和结果质量的统一,由一系列关键时刻和服务接触累积而成,企业所有员工对顾客感知服务质量的形成都负有责任.基于此,提出通过加强组织结构创新、设计物流服务包、突出关键时刻管理、拓宽"容忍区域"、施行服务补救、加强全员管理等措施,强化正面感知,全面提升物流服务质量.

In order to study the impact of the perceived service quality on customers and to in-creasingly improve the logistics service based on customer perception,this paper theoretically an-alyzes and probes the customer perceived service quality and obtains the model of the customer perceived service quality.The results show that customers are evaluators of service quality.Lo-gistics service quality is a kind of customer perceived quality,unified service process quality and outcome quality,and is accumulated and formed by a series of key moments and service touch-ing,all employees of the enterprise customer perceived service quality formation are responsible. Based on this,we put forward by strengthening the organizational structure innovation,desig-ning logistics services package,highlighting moments of truth management and broadening＆quot;tolerance area＆quot;,implementing service remedy,strengthening staff management to strengthen the positive perception and fully improve the quality of logistics services.