





Research on the Construction and Evaluation of JD Logistics Service Quality Evaluation System
CHEN Yinan" (Business School, Hunan University of Technology, Zhuzhou 412000, China)
摘" 要:企業所提供物流服務質量的差異,關乎企業未來的可持續性發展。文章以LSQ模型和SERVQUAL模型為基礎,從可靠性、時效性、便利性、經濟性、人員素質、信息質量這6個維度來建立京東物流服務質量評價體系,在此基礎上通過問卷調研和實證數據檢驗探討物流評價體系中各指標與物流滿意度的關系,并提出以下管理建議:(1)重點提高物流服務質量中的經濟性和便利性。(2)全面提升物流服務的人員素質和信息質量。(3)保持物流服務質量的可靠性和時效性。
關鍵詞:京東物流;物流服務質量;評價指標體系;滿意度
中圖分類號:F272文獻標志碼:ADOI:10.13714/j.cnki.1002-3100.2023.19.009
Abstract: The difference in the quality of logistics services provided by enterprises is related to the future sustainability of enterprises. Based on the LSQ model and SERVQUAL model, this paper establishes the logistics service quality evaluation system of JD from six dimensions: Reliability, timeliness, convenience, economy, personnel quality and information quality, and on this basis, the relationship between the indicators in the logistics evaluation system and logistics satisfaction is discussed through questionnaire research and empirical data testing, and the following management suggestions are put forward:(1)Focus on improving the economy and convenience in the quality of logistics services.(2)Comprehensively improve the personnel quality and information quality of logistics services.(3)Maintain the reliability and timeliness of logistics service quality.
Key words: JD logistics; logistics service quality; evaluation indicator system; satisfaction
隨著我國物流行業的迅速發展,當前的市場環境對物流服務質量的要求日益嚴苛,因此,提升物流服務質量不僅可以降低企業運作成本,還能提升企業的核心競爭力[1]。然而,目前物流服務市場尚無全國統一的管理標準,日益增多的物流服務問題對消費者的消費體驗造成了負面影響。越來越多的物流企業開始意識到,提高物流服務質量是企業發展的必然趨勢,但是卻沒有形成科學而完備的方法和體系去指導物流企業評價和改進物流服務質量。本文選擇國內代表性物流企業京東物流為研究對象,對其物流服務質量進行評價,并針對不足提出相應的改進措施,期望本文的研究能夠對京東物流服務質量的提升有一定的借鑒作用。
1" 文獻綜述
1.1" 物流服務質量與顧客滿意度。閆浩[2]認為物流服務的本質是服務,那些擁有世界頂尖物流能力的企業之所以能夠在競爭中立于不敗之地,是因為它們為最重要的顧客提供了卓越的服務。……