發(fā)布時間：2018-07-18 08:43

【摘要】：摘要：近些年,新型購物模式----“網(wǎng)絡(luò)購物”的盛行帶來了電子商務(wù)產(chǎn)業(yè)的繁榮發(fā)展,同時也進一步推動了商家與消費者對于快遞物流服務(wù)的大力需求。然而,與電商產(chǎn)業(yè)的繁榮春天相比,快遞服務(wù)行業(yè)不僅已漸漸跟不上電子商務(wù)領(lǐng)域的大踏步步伐,更被認(rèn)為是阻礙其大規(guī)模發(fā)展的最大瓶頸,廣受詬病。在當(dāng)前市場競爭激烈的情況下,快遞企業(yè)想要維持傳統(tǒng)的低成本競爭優(yōu)勢并非良策,若想保持企業(yè)的可持續(xù)發(fā)展,就必須找到辦法加強企業(yè)管理,提升服務(wù)質(zhì)量。而在此之前,就必須要找到能有效評估快遞企業(yè)服務(wù)質(zhì)量的指標(biāo)。文章的研究目的就是構(gòu)建我國快遞企業(yè)物流服務(wù)質(zhì)量評估模型,運用多準(zhǔn)則評估方法,采取三階段研究方式,第一階段采用文獻分析法構(gòu)建國內(nèi)快遞企業(yè)物流服務(wù)質(zhì)量評估指標(biāo)體系；第二階段利用解釋結(jié)構(gòu)模型(ISM)探討準(zhǔn)則和構(gòu)面間的關(guān)聯(lián)性,找出直接及間接的關(guān)聯(lián)性;在確認(rèn)關(guān)聯(lián)性后,第三階段則運用網(wǎng)絡(luò)層級分析法(ANP)決定準(zhǔn)則及構(gòu)面間的權(quán)重,進而提出完整的快遞企業(yè)物流服務(wù)質(zhì)量評估模型,并對模型進行行之有效的分析,以期幫助快遞企業(yè)建置完整的物流服務(wù)質(zhì)量評估系統(tǒng),使其物流服務(wù)質(zhì)量得到有效提升。
[Abstract]:Absrtact: in recent years, the popularity of a new shopping model, "online shopping", has brought about the prosperity and development of e-commerce industry, and has also further promoted the strong demand for express logistics services from merchants and consumers. However, compared with the boom spring of e-commerce industry, express delivery service industry has not only been unable to keep up with the rapid pace of e-commerce, but also has been widely criticized as the biggest bottleneck hindering its large-scale development. In the current situation of fierce market competition, express delivery enterprises want to maintain the traditional low-cost competitive advantage is not a good strategy, if we want to maintain the sustainable development of enterprises, we must find ways to strengthen the management of enterprises, improve the quality of service. And before this, must find the index that can evaluate service quality of express delivery enterprise effectively. The purpose of this paper is to construct a logistics service quality evaluation model for express delivery enterprises in China, and adopt a three-stage research method using multi-criteria evaluation method. The first stage uses the literature analysis method to construct the domestic express enterprise logistics service quality appraisal index system, the second stage uses the explanation structure model (ISM) to discuss the correlation between the criterion and the structure plane, and finds out the direct and indirect correlation. After confirming the relevance, the third stage uses the network analytic hierarchy process (ANP) to decide the criterion and the weight between the plane, then proposes the complete express enterprise logistics service quality appraisal model, and carries on the effective analysis to the model. In order to help express enterprises to build a complete logistics service quality evaluation system, so that its logistics service quality has been effectively improved.
【學(xué)位授予單位】：山東大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F259.23;F274

【參考文獻】

相關(guān)期刊論文 前10條

1 朱沆,汪純孝,岑成德,謝禮珊;服務(wù)質(zhì)量屬性的實證研究[J];商業(yè)研究;1999年06期

2 孫軍華;蘇強;霍佳震;;中國快遞服務(wù)質(zhì)量體系的構(gòu)建與模糊綜合評價[J];工業(yè)工程與管理;2010年04期

3 徐翼;蘇秦;李釗;;B2B下的客戶服務(wù)與關(guān)系質(zhì)量實證研究[J];管理科學(xué);2007年02期

4 閆麗;葉靖克;楊德華;;快遞業(yè)服務(wù)質(zhì)量實證研究[J];經(jīng)濟論壇;2010年08期

5 朱美虹;繆圣陶;卓駿;;基于SERVQUAL的中國快遞業(yè)服務(wù)質(zhì)量評價實證研究[J];科技管理研究;2011年08期

6 柴盈,韋福祥;服務(wù)質(zhì)量內(nèi)涵的綜述與思考[J];科技與管理;2004年03期

7 田宇;論物流服務(wù)質(zhì)量管理──兼與王之泰教授商榷[J];物流科技;2001年02期

8 徐劍;劉俊強;方小昌;;物流企業(yè)服務(wù)質(zhì)量評價指標(biāo)體系研究[J];物流科技;2006年01期

9 王永貴,韓經(jīng)綸;不同服務(wù)企業(yè)的核心能力與績效改進探析[J];南開經(jīng)濟研究;2000年02期

10 余利娥;;基于AHP的電子商務(wù)企業(yè)快遞服務(wù)商決策分析[J];新鄉(xiāng)學(xué)院學(xué)報(自然科學(xué)版);2012年05期

相關(guān)博士學(xué)位論文 前1條

1 張龍;移動服務(wù)質(zhì)量與顧客滿意研究[D];華中科技大學(xué);2009年

，

本文編號：2131367