基于广义信用视角的快递企业服务评价

Service Evaluation of Express Delivery Enterprises Based on the Perspective of Generalized Credit

我国构建的广义信用需要满足数字化社会发展的需求并在企业实践中落地,才能更好地实现其对于高质量发展的驱动作用。针对快递企业的服务问题,从广义信用视角出发,结合电商服务过程中快递企业的服务承诺和顾客的服务感知,设计快递企业服务评价指标体系,构建快递企业服务的云评价模型。通过快递企业服务数据的实证结果,表明所提出的方法是可行的,且具备引导快递企业服务质量提升的作用。

The generalized credit mechanism constructed in China needs to meet the needs of digital social development and land in enterprise practice, so as to better realize its driving role of high quality development.Aiming at the service problems of express delivery enterprises, this paper designs the service evaluation indicator system of express delivery enterprises from the perspective of generalized credit, combining the service commitment of express delivery enterprises and the service perception of customers in the process of e-commerce service, and constructs the cloud evaluation model of express service enterprises. Based on the service data of express delivery enterprises, the empirical results show that the proposed evaluation method is feasible, and the method can play a role of guiding the improvement of service quality of express delivery enterprises.