發(fā)布時間：2018-04-22 23:13

  本文選題：服務(wù)接觸 + 快遞服務(wù)�。� 參考：《浙江理工大學》2017年碩士論文

【摘要】：信息技術(shù)驅(qū)動的電子商務(wù)環(huán)境促使企業(yè)提高服務(wù)水平,快遞服務(wù)作為電子商務(wù)生態(tài)系統(tǒng)的核心業(yè)務(wù),正經(jīng)歷由粗放式成長向以服務(wù)體驗為核心的方式轉(zhuǎn)變。當前,迅猛發(fā)展的電子商務(wù)使快遞企業(yè)面臨重大挑戰(zhàn),特別是服務(wù)質(zhì)量無法保證,顧客投訴率居高不下、服務(wù)接觸引起的顧客不滿等問題已經(jīng)成為制約快遞企業(yè)發(fā)展的瓶頸,如何評價快遞服務(wù)質(zhì)量,建立服務(wù)質(zhì)量監(jiān)控和保障體系成為亟需解決的課題。為此,本文以服務(wù)接觸為視角,提煉貫穿信息技術(shù)介入條件下的快遞服務(wù)全過程的服務(wù)接觸要素,建立信息技術(shù)介入的快遞服務(wù)接觸模型,實現(xiàn)對快遞服務(wù)質(zhì)量的科學評價、有效監(jiān)控和切實保障。首先,對服務(wù)接觸理論進行了綜述和分析,結(jié)合網(wǎng)絡(luò)科技快速發(fā)展的大背景,對技術(shù)介入的服務(wù)接觸這一新的概念進行了定義,并總結(jié)出其四個關(guān)鍵要素,之后界定了快遞服務(wù)質(zhì)量的定義和分析了其相關(guān)研究,提出了相應(yīng)的評價方法。其次,結(jié)合現(xiàn)代快遞服務(wù)的流程和特點,構(gòu)建了技術(shù)介入的快遞服務(wù)接觸模型,確定了快遞服務(wù)的企業(yè)接觸、技術(shù)接觸、人員接觸、貨物接觸四個評價維度以及相應(yīng)維度的下屬指標,共28個,形成初始評價指標集,接著設(shè)計調(diào)查問卷并發(fā)放和收集,獲取數(shù)據(jù),對量表進行信度分析和效度檢驗,通過因子分析法對初始指標進行修正,最終確定了18個評價指標,然后,通過對比各主成分方差貢獻率的大小,得出四個維度的重要性高低是企業(yè)接觸技術(shù)接觸人員接觸貨物接觸,與現(xiàn)實相符,驗證了所建模型的可行性與有效性。最后,用修正后的18個指標對快遞企業(yè)進行實證研究,為改善和提高快遞企業(yè)的服務(wù)質(zhì)量提出相關(guān)策略,同時,實證研究的結(jié)果再一次驗證了所建模型的現(xiàn)實性。本文以服務(wù)接觸理論為基礎(chǔ),構(gòu)建快遞服務(wù)質(zhì)量評價模型,從顧客視角提出與現(xiàn)實相符的影響快遞服務(wù)質(zhì)量的關(guān)鍵指標,對前人的研究進行了補充和完善,并運用問卷調(diào)查的方法對快遞企業(yè)的服務(wù)質(zhì)量進行實證分析,不僅對快遞企業(yè)有效提升服務(wù)質(zhì)量給予理論上的支撐和實證上的指導,也為以后對快遞服務(wù)質(zhì)量的研究提供了新的思路。
[Abstract]:E-commerce environment driven by information technology urges enterprises to improve service level. As the core business of e-commerce ecosystem, express delivery service is undergoing a transformation from extensive growth to service experience. At present, the rapid development of e-commerce makes express delivery enterprises face major challenges, especially the service quality can not be guaranteed, the high rate of customer complaints, customer dissatisfaction caused by service contact has become a bottleneck restricting the development of express delivery enterprises. How to evaluate the quality of express service and establish the system of service quality control and guarantee has become an urgent task. Therefore, from the perspective of service contact, this paper abstracts the service contact elements throughout the whole process of express service under the condition of information technology intervention, establishes the information technology intervention express service contact model, and realizes the scientific evaluation of express service quality. Effective monitoring and protection. First of all, the service contact theory is summarized and analyzed, combining with the background of the rapid development of network science and technology, the new concept of technology intervention service contact is defined, and its four key elements are summarized. After defining the definition of express service quality and analysis of its related research, put forward the corresponding evaluation methods. Secondly, combined with the process and characteristics of modern express service, the contact model of express service with technology intervention is constructed, and the enterprise contact, technical contact and personnel contact of express service are determined. There are 28 indexes of four evaluation dimensions and corresponding dimensions, which form the initial evaluation index set. Then the questionnaire is designed, and the questionnaire is distributed and collected to obtain the data, and the reliability analysis and validity test of the scale are carried out. After modifying the initial index by factor analysis, 18 evaluation indexes were determined, and then the contribution rate of variance of each principal component was compared. It is concluded that the importance of the four dimensions is the contact between the enterprise and the technical contact personnel, which is consistent with the reality, and verifies the feasibility and validity of the model. Finally, using the revised 18 indicators to carry out empirical research on express delivery enterprises, to improve and improve the quality of service of express delivery enterprises put forward relevant strategies, at the same time, the results of empirical research once again verify the reality of the model. Based on the theory of service contact, this paper constructs the evaluation model of express service quality, puts forward the key indexes which are consistent with the reality, and complements and perfects the previous research. Using the method of questionnaire to analyze the service quality of express delivery enterprises, it not only provides theoretical support and empirical guidance for express delivery enterprises to improve service quality effectively. It also provides a new way to study the quality of express service.
【學位授予單位】：浙江理工大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F259.2

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