基于聚类分析的电子商务物流服务质量评价  

Evaluation of E-commerce logistics service quality based on clustering analysis

作　　者：赵梦函 吴丽花[1] ZHAO Menghan;WU Lihua(School of Information Management,Beijing Information Science&Technology University,Beijing 100192,China)

机构地区：[1]北京信息科技大学信息管理学院,北京100192

出　　处：《北京信息科技大学学报（自然科学版）》2020年第2期85-89,共5页Journal of Beijing Information Science and Technology University

基　　金：北京市优秀人才培养资助项目(2013D005007000008)。

摘　　要：对电子商务物流服务质量差别较大、企业经验不足及客户投诉屡见不鲜等问题,以商品配送的延误率、丢失损毁率和投递服务投诉率为评价电子商务物流服务质量最重要的3项指标,利用聚类分析算法,建立电子商务物流服务质量评价模型。从类别角度和指标角度分析聚类评价结果并提出相应的物流服务质量改进建议。从聚类评价结果来看,各项指标对不同类型企业的影响存在差异,服务优质类企业需重点关注投递服务水平,而服务低质类企业最需提高商品配送的准时性。For the problems of E-commerce logistics,such as large differences in service quality,inadequate enterprise experience and frequent customer complaints,the delay rate,loss and damage rate as well as delivery service complaint rate are summarized as the most important factors to evaluate the service quality of e-commerce logistics.With these three factors as main indices,an evaluation model is established based on clustering analysis.The clustering results are analyzed from the perspectives of category and index,and corresponding suggestions are proposed to improve logistics service quality.According to the clustering results,the three indices have different effects on enterprises.The enterprises with good service should pay more attention to the delivery service level,while the enterprises with poor service need to focus on on-time delivery.

关 键 词：电子商务物流 服务质量评价 K-MEANS算法 聚类分析 

分 类 号：F252.1[经济管理—国民经济]