基于客户满意度的末端配送模式研究

Terminal Distribution Mode Investigation Based on Customer Satisfaction

随着中国物流业的发展,物流服务质量、安全性和时效性成为影响客户满意度的关键因素,解决末端配送问题是提高物流服务质量、安全性和时效性的有效途径。通过运用问卷调查的方法,对传统配送模式和自提模式进行研究,得出配送员服务意识差、快件安全性低、配送模式单一以及提货点覆盖面积有限等结论。根据这些问题,提出应提高配送员素质、明确责权、调整现有模式、创建新模式和政府主导选择第三方运营企业等对策。

With the development of China＇s logistics industry, the quality, security and timeliness of logistics services have become the key factors affecting customer satisfaction. Solving the problem for terminal distribution is an effective way to improve the quality, security and timeliness of logistics services. Through the method of questionnaire survey, the paper studies the traditional distribution mode and self-lifting mode, and concludes that the service consciousness of the distribution staff is poor, the security of the express is low, the mode of distribution is single, and the covering area of the delivery point is limited. According to these problems, countermeasures are put forward such as improving the quality of the distribution staff, making clear the responsibility, adjusting the existing mode, creating a new model and choosing the third party operating enterprises with the guidance of the government.