摘要
文章以SERVQUAL和LSQ服务质量评价模型为基础,考虑农村物流末端配送特点,建立由5个维度15个指标构成的农村电商物流服务质量评价体系,构建农村物流服务质量评价的集对分析模型;以某物流公司为例进行实证分析,综合评价其服务质量,并提出提升对策。
By referring to SERVQUAL and LSQ service quality evaluation models and combining with the characteristics of rural logistics,this paper established a rural e-commerce last mile delivery service quality evaluation system composed of 5 dimensions and 15 indicators,and established a set pair analysis model for rural logistics service quality evaluation.Taking a logistics company as an example,this paper made an empirical analysis,evaluated its service quality comprehensively,and put forward countermeasures to improve it.
作者
姜晓红
吴瑄
王梦珂
柏晓敏
JIANG Xiaohong;WU Xuan;WANG Mengke;BAI Xiaomin(College of Automobile and Traffic Engineering,,Nanjing Forestry University,Nanjing 210037,China)
出处
《物流科技》
2021年第12期66-69,共4页
Logistics Sci-Tech
基金
2021年中国物流学会,中国物流与采购联合会研究课题项目(2021CSLKT3-028)
南京林业大学大学生创新计划项目(2021NFUSPITP0455)。
关键词
农村物流服务质量
评价指标体系
集对分析法
rural logistics service quality
evaluation index system
set pair analysis method
