物流服务质量评价与改进的研究综述

Review on the Evaluation and Improvement of Logistics Service Quality

物流业是推动流通方式转型、促进消费升级的现代化先导性产业,但我国物流行业发展方式粗放、基础设施滞后、安全隐患较多、国际竞争力不强等问题较为突出。要改进物流的服务质量,首先要准确、有效地对其进行评价,因此文章对物流服务质量评价与改进的研究现状进行了总结。首先对物流服务质量的评价方法进行归纳,从质量评价指标的选择和针对评价指标的质量评价两方面展开评述;其次,为研究物流服务质量的改进方法,对企业如何通过"提高质量水平"和"降低质量风险"来实现企业的有效质量管理工作进行整理和评述;最后,对今后的研究方向进行展望,因为网络评论能够及时真实地反映用户对物流服务质量的感知,因此今后可以以网络评论为出发点,沿着"质量评估数据识别,质量评估体系构建,质量评估结果应用"这条主线,进行物流服务质量的评价与改进。

Logistics is a modern leading industry to promote the transformation of circulation and the upgrade of consumption. In China, however, there exist some serious problems in logistics industry, such as extensive development, outdated infrastructure, frequent accidents and weak international competitiveness. The accurate and effective evaluation is the basis of improvement. Therefore, this paper summarizes the current situation of the evaluation and improvement of logistics service quality. Firstly, this paper concludes the evaluation methods of logistics service quality in two aspects—the selection and assessment of evaluation metrics.Then, to find ways of improvement, this paper reviews and comments on enterprises’ practices to realize effective quality management by improving quality and reducing risks. Lastly, this paper proposes the future research direction. Since online review can reflect users’ perception timely and authentically, the evaluation and improvement of logistics service quality can be achieved on the basis of online review and along the process of" identification of quality evaluation data, construction of quality evaluation system, application of quality evaluation result".