卷烟物流服务质量评估指标的实证遴选及其应用  

An Empirical Choice of Service Quality Valuation Indexes of Tobacco Logistics and Its Application

作　　者：陈明亮[1] 李敏乐[1] 毛靖[1] 

机构地区：[1]浙江大学管理学院,浙江杭州310058

出　　处：《管理工程学报》2009年第2期99-103,共5页Journal of Industrial Engineering and Engineering Management

基　　金：国家自然科学基金资助项目(70671092;70372020)

摘　　要：SERVQUAL量表作为一个基本框架,被广泛应用于竞争性行业的服务质量评估,本文尝试将其应用到具有垄断特征的卷烟物流行业,初步遴选出了34个指标作为卷烟物流服务质量的理论评估指标。基于行业专家的两次较大规模的问卷调查数据,采用隶属度分析和重要性分析方法,对理论评估指标进行实证遴选,最终形成了由硬件保障性、配送可靠性、客户导向性和成本经济性4个构面共12个指标构成的卷烟物流服务质量评估体系,并采用层次分析法确定了指标权重。该指标体系体现了主观性与客观性、科学性与可操作性的结合。以浙江省9个地市卷烟物流服务质量评估为例,测试了评估体系的可行性。As a basic framework, the SERVQUAL model is used to evaluate the service quality in various industries which are in competition. This paper applies the SERVQUAL in the evaluation of service quality of Tobacco logistics industry which is in monopolization and 34 theory indexes are chosen. In order to select fight indexes, a empirical study is conducted by subject degree analysis and importance analysis based on large sample data from questionnaires of experts in this industry. An evaluation system consisting of 12 indexes from four dimensions of equipment assurance, delivering reliability, Customer-Oriented and cost is constructed at last. The evaluation result of 9 cities in Zhejiang Province proves its feasibility.

关 键 词：卷烟物流 服务质量 评估指标体系 SERVQUAL量表 

分 类 号：C93[经济管理—管理学]