冷链物流企业运输服务质量评价指标体系研究

Evaluation Index System of Transport Service Quality of Cold Chain Logistics Enterprises

随着消费结构及消费水平升级,居民对高品质生鲜食品需求日趋旺盛,冷链物流服务质量日益受到关注。为了对冷链物流行业发挥“扶优驱劣、规范市场、提升质量”的正向引导作用,有必要开展冷链物流企业运输服务质量评价工作。本文对冷链物流企业(运输型或综合型)典型运输场景及关键管控点进行了分析,提出了冷链物流企业运输服务质量评价指标的构建原则,从规模与能力、温控与信息化管理、服务结果三个维度构建了一级指标,设置了13个二级指标,并针对评价工作的开展提出了相关建议。

With the upgrading of consumption structure and consumption level,residents'demand for highquality fresh foods has become increasingly strong,and the quality of cold chain logistics services has received increasing attention.In order to give the cold chain logistics industry a positive guidance,it is necessary to carry out cold chain logistics enterprises'transportation service quality evaluation.This article analyzes the typical transportation scenarios and key control points of cold chain logistics enterprises(transport or integrated),and proposes the construction principles of cold chain logistics enterprises'transportation service quality evaluation indicators.The first-level indicators are constructed in three dimensions from scale and capacity,temperature control and information management and service results,and 13 second-level indicators are set.It also puts forward relevant suggestions for the evaluation.