基于ISM-MICMAC的生鲜物流服务质量影响因素

Influencing Factors of Fresh Logistics Service Quality Based on ISM-MICMAC

将京东平台的生鲜物流在线评论与SERVQUAL模型、LSQ模型结合起来,建立了新的生鲜物流服务质量影响因素指标体系。运用ISM构建生鲜物流的递阶结构模型,得出了18个影响因素间的关系以及整个系统的层次结构。在ISM的基础上,运用MICMAC对影响因素进行了归类分析,最终确定了影响生鲜物流服务质量的关键因素和相互影响情况。最后根据生鲜物流服务的发展现状和模型分析结果,对企业的生鲜物流服务管理提出了针对性的建议。

In this paper,we combined the online comments of fresh logistics on JD platform with SERVQUAL model and LSQ model,and established a new index system of influencing factors of fresh logistics service quality.Using ISM,we built a hierarchical structure model,and obtained the relationship among 18 influencing factors and the hierarchical structure of the whole system.Based on ISM,we used MICMAC to classify the influencing factors,and finally determined the key factors affecting the service quality of fresh logistics and their mutual influence.Finally,according to the development status of the fresh products logistics service industry and the result of model analysis,we put forward targeted suggestions on fresh logistics service management for enterprises.