基于SERVQUAL的第三方物流服务质量的评价研究  

Research on Quality Evaluation of Third-party Logistics Service Based On Servqual

作　　者：余杨[1] 

机构地区：[1]上海海事大学,上海200135

出　　处：《物流工程与管理》2009年第5期55-57,共3页Logistics Engineering and Management

摘　　要：随着市场竞争的加剧,越来越多的企业开始关注物流成本的控制,而通过与第三方物流合作能够帮助企业提高物流效率和降低物流成本,因此第三方物流服务企业对企业的重要性也越来越大,那么服务质量也注定成为企业关注的焦点。对第三方物流服务的特点进行分析,提出了应用SERVQUAL模型进行服务质量评价的步骤和方法。With the intensity of market competition, more and more enterprises begin to focus on how to control the logistics costs. The enterprise can reduce logistics costs by cooperating with third-part logistics provider. So, choosing a suitable third-party logistics service provider has very important influence For enterprise ,and the enterprise will focus on the quality of service. The essay analysis the character of third-part logistics services, puts forwards the methods and Procedures of evaluating the quality of services based on the SERVQUAL model.

关 键 词：第三方物流服务 服务质量 SERVQUAL模型 

分 类 号：F259.22[经济管理—国民经济]