摘要
物流服务是农村电商产业集群发展的重要基础支持。本文在质性分析农村电商物流服务质量内涵及特殊性的基础上,结合SERVQUAL模型,构建有针对性的物流服务质量评价指标体系,具体划分为有形性、响应性、可靠性、移情性、经济性、便利性等6个维度,并应用德尔菲法计算权重。研究发现,设施设备因素和人员因素是影响物流服务质量提高的重要原因。基于此,本文提出巩固基础设施、提高物流服务人员素质、完善物流服务标准等相应对策,以期为物流企业提高服务质量提供政策建议。
Logistics service is an important basic support in the development of rural e-commerce industry cluster.Based on the qualitative analysis of the connotation and particularity of rural e-commerce logistics service quality,and combined with the SERVQUAL model,this paper constructed a targeted logistics service quality evaluation index system,and then divided the logistics service quality into tangibility responsiveness,reliability,empathy,economy,convenience,and used the Delphi method to calculate the weight.It is found that the factors of facilities and equipment and personnel are the important factors that affect the improvement of logistics service improvement of logistics service quality.Based on this,the paper put forward improvement of logistics service quality,such as consolidating the infrastructure,improving the quality of logistics service personnel,and improving the logistics service standards,in order to provide policy suggestions for logistics enterprises to improve the service quality.
作者
王志辉
高怀照
WANG Zhihui;GAO Huaizhao(School of Logistics and Ecommerce,Henan Institute of Animal Husbandry Economics,Zhengzhou Henan 450044)
出处
《河南科技》
2020年第20期30-33,共4页
Henan Science and Technology
基金
河南省哲学社会科学规划项目“乡村振兴战略背景下河南省农村电商产业集群提质研究”(2019BJJ035)。
关键词
农村电商物流
产业集群
服务质量
指标体系
rural e-commerce logistics
industrial cluster
quality of service
index system
