农村电商物流服务质量评价研究——以京东商城为例
Study on the Evaluation of Logistics Service Quality of Rural Electricity Suppliers Taking Jingdong as an Example

作者: 张林凤 :重庆人文科技学院,重庆;

关键词: 农村电商物流物流服务质量京东商城实证研究Rural Logistics Logistics Service Quality Jingdong Mall Empirical Research

摘要:
本文首先分析了国内外对物流服务质量相关文献研究,根据SERVQUAL量表、LSQ模型及农村电商物流服务的特点,构建了包括服务便利性、服务响应性、服务可靠性、服务关怀性和服务经济性的5维度19个指标的农村电商物流服务质量指标体系;其次,通过问卷调研的形式,收集了256份农村电商消费者针对京东商城电商物流服务质量评价的有效问卷;最后,从期望–感知的角度出发,进行评价,并针对京东商城的物流服务质量评价结果,提出改进建议。

Abstract: This paper analyzes the domestic and foreign related research on logistics service quality, according to the characteristics of the SERVQUAL scale, the LSQ model and the rural logistics services providers, including the construction of service convenience, service response, service reliability, service care and service economy of the 5 dimensions of 19 indicators of rural electricity logistics service quality index system; secondly, through the form of questionnaire survey, collected 256 rural electricity consumers for Jingdong mall electricity logistics service quality evaluation of effective questionnaire; finally, from the perspective of expectations-perception, evaluation, and focused on the logistics service quality evaluation of Jingdong mall as a result, suggestions for im-provement are put forward.

文章引用: 张林凤 (2016) 农村电商物流服务质量评价研究——以京东商城为例。 服务科学和管理, 5, 173-183. doi: 10.12677/SSEM.2016.56019

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