摘要
智能快递柜现已成为中国快递"最后100米"问题的有效解决方案之一。但业内普遍反映物流智能快递柜在规划和运营中仍存在着诸多服务质量问题。文章通过问卷调查法,采用描述性分析、因子分析等方法进行资料处理,结果发现:存放物品应有验货环节、快递员号码输错导致快件错取有所保障、收寄人信息安全有所保障是物流智能快递柜服务质量最为重视的三个因子;有形与可靠性、功能与保证性、政策与经济性、安全与便利性、反应与关怀等是影响因子分类最具代表性的五个维度。建议采取加强存放物品验货环节监管、完善信息安全制度、改善软硬件设施、制定行业标准、提升顾客服务与认同感、规范收寄件流程、加强业务人员专业培训等措施,提高物流智能快递柜服务质量。
The smart express container has become one of the effective solutions for the "last 100 meters" of Chinese express delivery. Nonetheless, there are still numbers of service quality problems in the planning and operation of logistics smart express container. Through questionnaire survey, processing data by descriptive analysis and factor analysis, results were found: Necessary inspection step of storage of goods, insurance in the case of the wrong pick due to wrong courier number entered by the courier, and protection for the information security of sender and recipient are the three key factors to the service quality of the logistics smart express container. Visible and reliability,function and guarantee, policy and economic, security and convenience, response and care are the five most representative dimensions of influencing factor classification. It is suggested to strengthen the inspection link regulation, perfect information security system, improve hardware and software facilities, develop industry standards,improve customer service, identity send and receive process, strengthen the professional training in business and other measures to improve the quality of logistics smart express container service.
出处
《生产力研究》
2018年第2期112-115,共4页
Productivity Research
基金
中国物流学会研究课题(2016CSLKT3-042)
温州市科技局研究项目(R20170048)
