电子商务环境下冷链物流服务质量满意度评价研究

Research on the Satisfaction Evaluation of Cold Chain Logistics Service Quality under E-commerce Environment

根据SERVQUAL量表、LSQ量表,以电子商务环境下冷链企业物流服务质量特点和影响因素,通过调查问卷的方式对该行业进行数据分析,通过检验与调整,最终得到了5个维度和18个具体指标。采用AHP和离差最大化组合的方法确定各指标的权重,采用改进的突变级数来构建电子商务环境下冷链物流服务质量的评价模型。结果表明:消费者最关心的是冷链物流的物流费用,其次是冷链物流的便利性,提出了联合配送的解决对策。

According to SERVQUAL scale and LSQ scale,this paper analyzed the characteristics and influencing factors of logistics service quality of cold chain enterprises under the environment of E-commerce through questionnaire.Through testing and adjusting,five dimensions and 18 specific indicators were finally obtained.The weight of each index is determined by the combination of AHP and maximum deviation,and the improved mutation series is used to construct the evaluation model of cold chain logistics service quality in E-commerce environment.The results show that consumers are most concerned about the logistics cost of cold chain logistics,followed by the convenience of cold chain logistics,and put forward solutions to joint distribution.