【摘要】：自中國加入世界貿易組織以后,壟斷行業(yè)的市場也逐漸放開,作為壟斷行業(yè)代表的煙草行業(yè)也將面臨來自國外同行業(yè)的競爭。由于中國煙草行業(yè)的經濟重要性和物流服務在煙草行業(yè)中的重要作用,如何提高煙草公司物流服務質量、提高零售客戶對煙草公司物流服務的滿意度就顯得尤其重要。這也是中國煙草企業(yè)控制和占據(jù)國內市場份額的有效途徑。因此,對于煙草商業(yè)企業(yè)物流服務質量的研究可以大大提升公司的零售客戶滿意度和市場競爭力,具有重要的現(xiàn)實意義。 本文對鞍山煙草公司的物流服務質量進行了研究,首先在文獻回顧和定性訪談的基礎上開發(fā)出測量公司物流服務質量的量表,并經過信度效度檢驗得到最終測量量表。然后運用該測量量表對零售客戶滿意度進行了調查研究,并通過描述統(tǒng)計、比較分析和回歸分析研究調研數(shù)據(jù)間的關系和差異。數(shù)據(jù)分析的結果表明不同類型和地理位置的零售客戶對測量量表各題項的評分不盡相同,物流服務質量各維度對零售客戶總體滿意度的重要性水平也不同。 本文基于鞍山煙草公司及其物流中心的基本情況、調查研究中獲得的數(shù)據(jù)及分析結果,對鞍山煙草公司物流服務提出了改進建議,分別從鞍山煙草公司提升關鍵物流服務質量維度、提升關鍵類型零售客戶物流服務質量和提升關鍵地理位置零售客戶物流服務質量方面進行闡述。
[Abstract]:Since China joined the World Trade Organization, the market of monopoly industry has been liberalized gradually. As the representative of monopoly industry, the tobacco industry will also face the competition from abroad. Because of the economic importance of Chinese tobacco industry and the important role of logistics services in tobacco industry, how to improve the quality of logistics services of tobacco companies and improve the satisfaction of retail customers to logistics services of tobacco companies is particularly important. This is also an effective way for Chinese tobacco enterprises to control and occupy the domestic market share. Therefore, the research on logistics service quality of tobacco commercial enterprises can greatly improve the retail customer satisfaction and market competitiveness of the company, which has important practical significance. In this paper, the logistics service quality of Anshan Tobacco Company was studied. Firstly, based on literature review and qualitative interview, a scale was developed to measure the logistics service quality of Anshan Tobacco Company, and the final measurement scale was obtained by reliability and validity test. Then using the scale to investigate the retail customer satisfaction, and through the description of statistics, comparative analysis and regression analysis of the relationship between the research data and differences. The results of data analysis show that different types and geographical locations of retail customers have different scores for each item of the scale, and the importance level of each dimension of logistics service quality to the overall satisfaction of retail customers is also different. Based on the basic situation of Anshan Tobacco Company and its logistics center, this paper puts forward some suggestions for improving the logistics service of Anshan Tobacco Company, based on the data and analysis results obtained from the investigation and research. From the aspects of improving the quality of key logistics service, improving the service quality of key retail customers and improving the logistics service quality of key geographical location retail customers in Anshan Tobacco Co., Ltd.
【學位授予單位】：大連理工大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F259.23;F426.89

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