物流服务质量与快递业务量的相关性研究

Research on the Correlation between the Quality of Logistics Service and the Volume of Express Delivery in China

物流服务质量是衡量物流行业的一大标准,本文探究物流服务质量影响因素与快递业务量的相关性。以可靠性、经济性、时效性、灵活性、信息可得性、推荐性和好评性为潜变量构建物流服务质量–快递业务量结构方程模型,明确了物流服务质量的5个维度以及顾客满意度与快递业务量之间的相关性,并设计分发调查量表,采用熵权法对数据进行处理,对处理后调查数据进行相关性以及回归分析。研究结果表明,灵活性和信息可得性是影响快递业务量的关键因素,进而为我国物流企业提高服务质量的同时如何增加快递业务量给出合理建议。

The quality of logistics service is a major criterion to measure the logistics industry. This article explores the correlation analysis between the factors affecting the quality of logistics service and the express business volume. Using reliability, economy, timeliness, flexibility, information availability, recommendation and praise as latent variables, the structural equation model of logistics service quality-express business volume is constructed. Five dimensions of logistics service quality and the correlation between customer satisfaction and express business volume are defined, and a distribution survey scale is designed. The entropy weight method is used to process the data, and the correlation and regression analysis are carried out on the processed survey data. The results show that flexibility and information availability are the key factors affecting the volume of express delivery business, thus providing reasonable suggestions for China’s logistics enterprises to improve service quality and increase the volume of express delivery business.