网络购物物流服务质量评价指标体系的构建(一)以小型B2C和C2C为例  

The Construction of Evaluation Index System of Logistics Service Quality in Online Shopping with Small B2C and C2C as Example

作　　者：张耀荔[1] 谢广营[1] 陈静[1] 

机构地区：[1]北京物资学院,北京101149

出　　处：《安徽农业科学》2013年第1期454-458,470,共6页Journal of Anhui Agricultural Sciences

摘　　要：该文介绍了小型B2C和C2C网络购物物流服务质量管理现状,归纳了国内外学者对物流服务质量的研究成果,结合小型B2C和C2C网络购物,采用流程分析法找出其物流服务中与顾客的38个接触点;然后面向网络购物中有签收经验的小型商家制作并发放调查问卷,回收整理所得数据。在验证了调查问卷的信度和效度之后,采用SPSS统计软件对这些接触点均值方差情况进行分析,归纳出如下6个通俗易懂的影响网络购物物流服务质量的代表因子:送货服务水平、接单服务水平、正确安分履行订单能力、时间性、信息服务能力和价格,以期为网络购物物流服务质量评价提供参考。The status of small B2C and C2C online shopping logistics service quality management was introduced, and the research results of both domestic and foreign scholars on the quality of logistics services were summarized. Then it combines with the practice of small B2C and C2C online shopping, adopting the method of process analysis to identify its customer touch points of contact in logistics services. After that, a questionnaire was designed according to the analyzed customer touch points of contact, sent it to the small sellers in the online shopping who have the experiences of both sending out the goods and picking up the goods. Recycling and sorting the data collected were made carefully. After the verification of reliability and validity of the questionnaire, the means and variances of these customer contact points were analyzed by using SPSS statistical software. Six representative influencing factors were concluded, including deliver goods service level, accepting order service level, accurate fulfilling order ability, timeliness, information service ability and price, so as to provide reference for the evaluation of online shoDDin~ logistics service nualitv.

关 键 词：网络购物 物流服务质量 流程分析 因子分析 

分 类 号：S-9[农业科学]