摘要
宅配作为与消费者交互的一环,其服务质量直接决定着客户满意度。文中应用SERVQUAL理论建立冷链宅配服务质量的指标因素评价体系,采用非线性可拓综合指标评价方法进行评价分析,并以沱沱工社为例验证了评价方法的实用价值。
Home delivery's service quality,as a part of the interaction with consumers,determines the customer satisfaction directly. Thisstudy applicate SERVQUAL theory to establish the Evaluation System of Indicator Factors of service quality of Cold Chain,and use the nonlinear extension synthetic evaluation method to analyze the system. The practical value of the evaluation method is verified by the model of Tootoo.
作者
贺羽西
周建勤
HE Yu - xi ZHOU Jian -qin(School of Economy and Management,Beijing Jiaotong University,Beijing 100044,China)
出处
《物流工程与管理》
2017年第5期101-103,共3页
Logistics Engineering and Management
基金
北京交通大学基本科研业务费人文社会科学专项基金资助
项目批准号B15JB00500
