本文關鍵詞： 農產品物流企業(yè) 服務質量 評價分析　出處：《福建農林大學》2017年碩士論文　論文類型：學位論文

【摘要】：近年來,國內經濟快速提升和發(fā)展,人們的收入水平不斷得到提高而且物質生活也得到較大的改善。物流尤其是農產品物流,作為一項全新的生產活動,它改變了大多數(shù)人的生活方式,越來越多的人開始依賴它。于此同時,伴隨著農產品需求量的增加,農產品產量和農產品流通量日益增大,原有的農產品物流服務能力已經不能滿足人們需求,人們對于農產品物流的要求也隨著農產品需求量增長而隨之提高。因此,如何滿足客戶對于農產品物流日益增長的需求,提升客戶服務質量則成了農產品物流企業(yè)面臨的一大難題。所以,如何開展農產品物流企業(yè)關于服務質量評價,提高農產品物流企業(yè)的服務質量等相關研究成為眾多學者研究的熱點問題。在此背景下,本次研究以農產品物流和服務質量等相關理論為研究基礎,以進行農產品物流企業(yè)服務質量評價和提高農產品物流企業(yè)的服務質量為研究目的,對農產品物流企業(yè)服務質量評價指標體系的構建以及評價模型的選擇和農產品物流企業(yè)服務質量的評價等問題展開相關研究。首先,本文在查閱大量文獻的基礎上,對當前關于農產品物流企業(yè)服務質量評價的國內外研究現(xiàn)狀進行文獻綜述,并對相關理論展開具體的研究分析,其中具體包括農產品物流理論和服務質量理論。其次,在進行理論分析的基礎上,根據(jù)SERVQUAL量表和LSQ量表,并結合農產品的業(yè)務流程找出農產品物流服務質量的影響因素,進而選取農產品物流評價指標和設計農產品物流服務質量評價指標體系。該評價指標體系共包含4個一級指標和17個二級指標。隨后,根據(jù)研究的目的,結合相關參考文獻,本文使用結合層次分析法和模糊綜合評價法在內的兩種評價方法構建評價模型。最后,為了驗證評價模型的有效性,本文選取H公司作為實證分析對象,結合調查問卷獲取相關評價數(shù)據(jù)完成服務質量的評價過程,并根據(jù)評價結果找出該公司在客戶服務過程中存在的問題,提出合適的策略建議,幫助其解決相關問題,進而提升該公司的服務質量。本論文的研究成果主要包含一下幾個方面,首先是構建了一個科學合理的農產物流企業(yè)評價指標體系,為后續(xù)的相關研究提供研究思路;其次,本文不僅僅是在理論上提出結合層次分析法和模綜合評價法構建的評價模型,更是選擇相關公司驗證了評價模型的實際可行性;最后本文針對H物流公司的經營現(xiàn)狀,提出的相關策略建議,可以有效的促進H物流公司改善客戶服務中存在的問題,提高客戶服務質量,具有一定的可行性。
[Abstract]:In recent years, the domestic economy has been rapidly upgraded and developed, people's income level has been continuously raised, and material life has also been greatly improved. Logistics, especially the logistics of agricultural products, is a completely new production activity. It changed the way most people lived, and more and more people began to rely on it. Meanwhile, with the increasing demand for agricultural products, the production of agricultural products and the circulation of agricultural products increased. The original service capacity of agricultural products logistics can no longer meet the needs of people, and the demand for agricultural products logistics also increases with the increase of demand for agricultural products. Therefore, how to meet the increasing demand of customers for agricultural products logistics, Improving customer service quality has become a major problem facing agricultural products logistics enterprises. Therefore, how to carry out evaluation on service quality of agricultural products logistics enterprises, The research on improving the service quality of agricultural product logistics enterprises has become a hot topic for many scholars. In this context, the research is based on the related theories of agricultural product logistics and service quality. The purpose of this study is to evaluate the service quality of agricultural products logistics enterprises and to improve the service quality of agricultural products logistics enterprises. This paper studies the establishment of service quality evaluation index system of agricultural products logistics enterprises, the selection of evaluation model and the evaluation of service quality of agricultural products logistics enterprises. This paper summarizes the current research status of service quality evaluation of agricultural products logistics enterprises at home and abroad, and carries out specific research and analysis on relevant theories, including agricultural product logistics theory and service quality theory. Secondly, On the basis of theoretical analysis, according to SERVQUAL scale and LSQ scale, and combined with the business process of agricultural products to find out the factors affecting the service quality of agricultural products logistics, Then select the evaluation index of agricultural product logistics and design the evaluation index system of agricultural product logistics service quality. The evaluation index system consists of 4 first class indexes and 17 second class indexes. Then, according to the purpose of the research, combined with relevant references, the evaluation index system includes four primary indexes and 17 secondary indexes. In order to verify the effectiveness of the evaluation model, this paper selects H Company as the empirical analysis object, and uses two evaluation methods, including AHP and fuzzy comprehensive evaluation method, to construct the evaluation model, and finally, in order to verify the effectiveness of the evaluation model, we choose H Company as the empirical analysis object. According to the evaluation results, the problems existing in the process of customer service are found out, and the appropriate strategies are put forward to help them solve the related problems. Then improve the service quality of the company. The research results of this paper mainly include the following aspects: firstly, it constructs a scientific and reasonable evaluation index system of agricultural logistics enterprises to provide research ideas for the follow-up research; secondly, This paper not only puts forward the evaluation model based on analytic hierarchy process (AHP) and modular comprehensive evaluation in theory, but also verifies the practical feasibility of the evaluation model by selecting relevant companies. Finally, this paper aims at the management status of H logistics company. The related strategies and suggestions can effectively promote H logistics company to improve customer service problems and improve customer service quality, which is feasible.
【學位授予單位】：福建農林大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F326.6

【參考文獻】

相關期刊論文 前10條

1 張慶堂;曹偉;;學習者和管理者視角下現(xiàn)代遠程教育服務質量評價體系研究[J];中國遠程教育;2016年10期

2 姚冠新;徐靜;張冬梅;戴盼倩;邊曉雨;何勇;;農產品物流模式研究綜述[J];物流科技;2016年01期

3 肖琦;;長吉圖開發(fā)開放先導區(qū)農產品物流發(fā)展的策略研究[J];中國商論;2015年28期

4 韓俊德;杜其光;;物聯(lián)網技術在生鮮農產品配送中的應用[J];中國流通經濟;2015年12期

5 許強;李海英;李恩科;王幫金;郭路杰;;高校移動圖書館服務質量影響因素探究——基于ANP-模糊綜合評判法[J];圖書情報工作;2015年21期

6 施先亮;;我國農產品物流發(fā)展趨勢與對策[J];中國流通經濟;2015年07期

7 王睿;;中美農產品物流業(yè)發(fā)展的差異及啟示解析[J];農業(yè)經濟;2015年07期

8 金虹敏;張于賢;王璐;韓文勝;;基于系統(tǒng)動力學的生鮮農產品物流成本控制[J];物流技術;2015年13期

9 楊柳;李丹丹;;我國農產品物流成本研究及對策[J];現(xiàn)代商業(yè);2015年11期

10 尚耀華;胡士傳;;基于三因素模型的IT企業(yè)服務質量評價模型研究[J];企業(yè)經濟;2015年02期

，

本文編號：1503281