基于SERVPERF模型的外卖平台物流服务质量评价研究

Study on Logistics Service Quality Evaluation of Takeout Platform Based on SERVPERF Model

消费者外卖服务需求的快速增长推动了外卖平台发展,在满足消费者方便、快捷需求的同时,外卖平台存在的物流服务质量问题降低了消费者对外卖服务的满意度。以SERVPERF模型为基础,借鉴相关研究成果,结合消费者评论数据挖掘,收集影响消费者对外卖平台服务质量感知的主要因素,构建了包括4个一级指标、18个二级指标的外卖平台物流服务质量评价指标体系,通过问卷调查收集消费者对外卖平台服务质量感知相关数据,利用主成分分析法确定指标权重,对外卖平台物流服务质量进行评价。研究结果表明,外卖平台总体物流服务质量距离消费者期望质量还有一定差距。基于评价结果,提出提升外卖平台物流服务质量的相关建议。

The rapid growth of consumers'demand for takeout services promotes the development of takeout platform.While meeting consumers'need of convenience and efficiency,the logistics service quality problem of takeout platform has reduced the satisfaction degree of consumer to takeout service.Based on the SERVPERF model and the relevant research results,combined with the data mining of consumer reviews,the main factors affecting consumers'perception of the service quality of takeout platform were collected,and the evaluation index system of the delivery platform logistics service quality including 4 first-level indicators and 18 second-level indicators was constructed.The relevant data of consumers'perception of the service quality of the takeout platform was collected through questionnaire survey,and the index weights were determined by principal component analysis to evaluate the logistics service quality of the takeout platform.The research results show that the overall logistics service quality of the takeout platform still lags behind the quality expected by consumers.Based on the evaluation results,relevant suggestions are put forward to improve the logistics service quality of the takeout platform.