本文關(guān)鍵詞：當(dāng)當(dāng)網(wǎng)物流服務(wù)質(zhì)量評(píng)價(jià)研究　出處：《河北科技大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 物流服務(wù)質(zhì)量 電子商務(wù)物流 B2C 當(dāng)當(dāng)網(wǎng) 評(píng)價(jià)模型

【摘要】：伴隨著網(wǎng)絡(luò)購(gòu)物用戶的不斷擴(kuò)張和B2C市場(chǎng)規(guī)模的持續(xù)增大,B2C電子商務(wù)必然為電子商務(wù)領(lǐng)域今后發(fā)展的核心。完善的物流服務(wù)是電子商務(wù)活動(dòng)得以最終實(shí)現(xiàn)的必要條件,勢(shì)必將成為B2C企業(yè)最重要的競(jìng)爭(zhēng)領(lǐng)域。當(dāng)當(dāng)網(wǎng)面對(duì)競(jìng)爭(zhēng)日趨激烈的B2C市場(chǎng),如何跨越企業(yè)界限,從擴(kuò)展企業(yè)的新思維出發(fā),從全局和整體的角度考慮,如何有效評(píng)價(jià)其的物流服務(wù)質(zhì)量,找出企業(yè)在物流服務(wù)上的差距,有針對(duì)性的進(jìn)行深化合作,共同提升服務(wù)競(jìng)爭(zhēng)力是其重要的研究?jī)?nèi)容之一。本文整理了服務(wù)質(zhì)量、物流服務(wù)質(zhì)量、電子商務(wù)物流、B2C企業(yè)物流模式、B2C企業(yè)物流服務(wù)質(zhì)量等理論研究成果,分析了B2C行業(yè)和當(dāng)當(dāng)網(wǎng)物流服務(wù)現(xiàn)狀與問題,在SERVQUAL模型基礎(chǔ)上,融合LSQ模型中9大指標(biāo),并結(jié)合B2C行業(yè)特點(diǎn)以及對(duì)物流的要求,構(gòu)建了有形性、可靠性、響應(yīng)性、移情性和經(jīng)濟(jì)性在內(nèi)的5個(gè)維度、28個(gè)指標(biāo)的當(dāng)當(dāng)網(wǎng)物流服務(wù)質(zhì)量評(píng)價(jià)模型。在評(píng)價(jià)模型的基礎(chǔ)上設(shè)計(jì)了問卷和量表,并進(jìn)行了樣本調(diào)研,借助SPSS17.0分析軟件對(duì)模型進(jìn)行了區(qū)分度檢驗(yàn)、探索性因子分析、信度檢驗(yàn)剔除無效指標(biāo),保留了原有的5個(gè)維度,22個(gè)指標(biāo);采用回歸分析方法確定了各指標(biāo)和維度的權(quán)重,最終確定出通過檢驗(yàn)的當(dāng)當(dāng)網(wǎng)物流服務(wù)質(zhì)量的評(píng)價(jià)模型。最后,借助構(gòu)建的評(píng)價(jià)模型和相關(guān)數(shù)據(jù),測(cè)量了當(dāng)當(dāng)網(wǎng)的物流服務(wù)質(zhì)量,并根據(jù)結(jié)果找出原因,提出相應(yīng)改進(jìn)對(duì)策。
[Abstract]:With the continuous expansion of online shopping users and the size of the B2C market continues to grow. B2C electronic commerce is the core of the future development of electronic commerce. Perfect logistics service is the necessary condition for the final realization of electronic commerce activities. Dangdang facing the increasingly fierce competition in the B2C market, how to cross the boundaries of enterprises, from the new thinking of expanding enterprises, from the overall and overall point of view. How to effectively evaluate its logistics service quality, find out the gap in logistics services, and deepen cooperation. It is one of the important research contents to enhance the service competitiveness together. This paper collates the service quality, logistics service quality, e-commerce logistics and B2C enterprise logistics model. B2C enterprise logistics service quality and other theoretical research results, analysis of B2C industry and Dangdang logistics service status and problems, on the basis of SERVQUAL model, the integration of LSQ model in the nine indicators. Combined with the characteristics of B2C industry and the requirements of logistics, this paper constructs five dimensions of materiality, reliability, responsiveness, empathy and economy. 28 indicators of Dangdang logistics service quality evaluation model. Based on the evaluation model designed a questionnaire and a scale, and carried out a sample survey. With the help of SPSS17.0 analysis software, the model was tested for discrimination, exploratory factor analysis and reliability test. The invalid index was eliminated and the original 5 dimensions and 22 indexes were retained. Regression analysis method is used to determine the weight of each index and dimension, and finally determine the evaluation model of Dangdang logistics service quality. Finally, with the help of the evaluation model and related data. The logistics service quality of Dangdang net is measured, and the reason is found out according to the result, and the corresponding improvement countermeasures are put forward.
【學(xué)位授予單位】：河北科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F724.6;F259.2

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