考虑顾客反馈的电子商务物流服务供应链质量监控与协调

A Study on the Quality Monitoring and Coordination of the Supply Chain of the Logistics Service of E-Commerce Based on Customers Feedback

物流服务质量的好坏直接关系到电子商务顾客的满意度及顾客的重复购买行为。本文构建包括物流服务集成商、物流服务功能商、商家、顾客在内的电子商务物流服务供应链四级质量监督模型,重点研究考虑顾客反馈的电子商务物流服务供应链质量监控与协调。结果表明,重视顾客反馈、加强对物流功能提供商的奖惩、强化物流功能提供商竞争等措施,都可以有效改善电子商务物流服务供应链的质量监控和协调。

The quality of the logistics service has a direct impact on the satisfaction of e-commerce customers and their repurchase behaviors.This paper introduces the establishment of the four level quality supervision model of the supply chain of the logistics service of e-commerce,which includes integrators and functional providers of the logistics service,dealers and customers.In addition,it focuses on the quality monitoring and coordination of the supply chain of the logistics service of e-commerce based on customers feedback.The result show that attaching importance to customers feedback,strengthening rewards and punishments of functional suppliers and reinforcing the competition among them can effectively improve the quality monitoring and coordination.