【摘要】：物流服務(wù)在企業(yè)發(fā)展中的地位舉足輕重。如何提供良好的物流服務(wù),怎樣評價物流服務(wù)質(zhì)量,這不僅與物流企業(yè)的長期發(fā)展戰(zhàn)略有關(guān),同時也關(guān)系到物流企業(yè)如何管理物流服務(wù)質(zhì)量。德邦物流企業(yè)在為顧客提供物流服務(wù)的同時,時常會因為提供的物流服務(wù)不到位而引來顧客的抱怨,造成了顧客的流失,不利于企業(yè)的長期發(fā)展。因此,針對德邦物流企業(yè)建立一個物流服務(wù)質(zhì)量評價指標(biāo)體系,并建立測評模型,對德邦物流企業(yè)如何提高物流服務(wù)質(zhì)量管理有著較強(qiáng)的科學(xué)依據(jù)和現(xiàn)實意義。本文首先分析了德邦物流提供的主要物流服務(wù),找到德邦物流服務(wù)存在的問題,據(jù)此建立一個適合于德邦物流的物流服務(wù)質(zhì)量初始評價指標(biāo)體系。通過對德邦物流用戶的實證調(diào)研,對回收的數(shù)據(jù)進(jìn)行統(tǒng)計分析,利用探索性因子分析方法對德邦企業(yè)物流服務(wù)質(zhì)量初始評價指標(biāo)體系進(jìn)行了修改,得到改進(jìn)后的評價指標(biāo)體系。最后,為了驗證改進(jìn)后的評價指標(biāo)體系的有效性,建立了德邦企業(yè)物流服務(wù)質(zhì)量測評模型,利用AMOS17.0軟件進(jìn)行模型與數(shù)據(jù)的擬合,在經(jīng)過多次實驗之后,對測評模型進(jìn)行不斷的改進(jìn),最終使得模型與數(shù)據(jù)的適配度達(dá)到理想程度,驗證了評價指標(biāo)體系的有效性。文章基于改進(jìn)后的測評模型對德邦物流提出了管理建議:提高物流服務(wù)的響應(yīng)性;制定合理的價格;增強(qiáng)物流服務(wù)的可靠性;提升物流服務(wù)的協(xié)作性。
[Abstract]:Logistics service plays an important role in the development of enterprises. How to provide good logistics service and how to evaluate the quality of logistics service are not only related to the long-term development strategy of logistics enterprises, but also related to how logistics enterprises manage logistics service quality. While providing logistics services to customers, Dobang logistics enterprises often attract customers' complaints because the logistics services are not in place, resulting in the loss of customers, which is not conducive to the long-term development of enterprises. Therefore, the establishment of an evaluation index system of logistics service quality and the establishment of evaluation model are of great scientific basis and practical significance to how to improve the management of logistics service quality. This paper first analyzes the main logistics services provided by Dupont Logistics, finds out the existing problems of Dupang Logistics Service, and then establishes an initial evaluation index system of logistics service quality suitable for Dbang Logistics. Based on the empirical investigation of the customers of Dupont logistics, this paper makes statistical analysis on the recovered data, and modifies the initial evaluation index system of logistics service quality by using the exploratory factor analysis method, and obtains the improved evaluation index system. Finally, in order to verify the effectiveness of the improved evaluation index system, a Dobang enterprise logistics service quality evaluation model is established. The model is fitted with data by using AMOS17.0 software. After many experiments, The continuous improvement of the evaluation model finally makes the adaptability between the model and the data to reach the ideal level, which verifies the effectiveness of the evaluation index system. Based on the improved evaluation model, the paper puts forward some management suggestions for DPP logistics: improving the responsiveness of logistics service, establishing reasonable price, enhancing the reliability of logistics service and enhancing the cooperation of logistics service.
【學(xué)位授予單位】：湖南工業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F259.23

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