摘要
B2C跨境电商物流企业服务质量是影响B2C跨境电商发展的一个非常重要因素。文章运用层次分析法在B2C跨境电商物流整个过程建立了5个一级指标和20个二级指标的B2C跨境电商物流企业服务质量评价体系,并提出了提高商品运输和配送质量、提高配送服务柔性、改善服务人员态度和建立退换货物流系统等,提高B2C跨境电商物流服务质量,提供顾客满意度。
The service quality of B2C cross-border E-commerce logistics enterprises is a very important factor affecting the development of B2C cross-border E-commerce.This paper uses the analytic hierarchy process(AHP)to establish the service quality evaluation system of B2C cross-border E-commerce logistics enterprises from the whole process of B2C cross-border E-commerce logistics,and puts forward the improvement of the quality of the service quality of the cross-border E-commerce logistics enterprises,and puts forward the improvement of the quality of the goods transportation and distribution,the improvement of the flexibility of distribution services,the improvement of the attitude of the service personnel and the establishment of the logistics system for the return of goods.To improve the quality of B2C cross-border E-commerce logistics service and provide customer satisfaction.
作者
孙桂娥
SUN Guie(Chongqing Vocational College of Transportation,Chongqing 402247,China)
出处
《物流科技》
2019年第9期46-49,57,共5页
Logistics Sci-Tech
基金
重庆市高等教育学会2015~2016年度高等教育科学研究课题项目“跨境电商环境下高职院校物流管理专业学生就业竞争力研究”(CQGJ15506C)
关键词
层次分析法
B2C跨境电商物流
物流企业服务质量
analytic hierarchy process
B2C cross border E-commerce logistics
service quality of logistics enterprises
