基于SERVQUAL模型的枸杞物流企业服务质量研究  

Study on Service Quality of Medlar Logistics Enterprises Based on SERVQUAL Model

作　　者：张鹏[1] 

机构地区：[1]西安外事学院商学院市场营销系,陕西西安710077

出　　处：《物流技术》2013年第7期316-318,341,共4页Logistics Technology

摘　　要：枸杞物流企业服务质量的高低直接关系到其市场竞争力,采用SERVQUAL模型方法,以技术设备因素、人员因素、作业因素、外界环境因素、机制因素五个方面作为枸杞物流企业服务质量评价指标。以宁夏某枸杞物流企业为例分别设立问题,经过调查、统计、测算和分析,发现该企业在这五个方面不同程度的存在差距,因此该企业应尽快完善技术设备,提高员工技能水平,规范作业流程,完善物流服务机制,并预判和预防外界环境的影响,不断提升物流服务质量,进而增强企业的市场竞争力。In this paper, we adopted technology and equipment, personnel, operation, external environment, and institutional system as the index in the evaluation of the service quality of medlar logistics enterprises and then with the medlar logistics enterprises from Ningxia as the example, discovered through investigation, statistics, measurement and analysis the shortcoming of these enterprises in five aspects. At the end we proposed the measures to be taken for them to improve their market eompetitivity.

关 键 词：枸杞物流企业 服务质量 SERVQUAL模型 评价方法 

分 类 号：F272.3[经济管理—企业管理]