基于即时配送的众包物流平台服务质量评价研究  

Research on Service Quality Evaluation of Crowdsourcing Logistics Platform Based on Real-time Distribution

作　　者：胡非凡[1] 李虎 HU Feifan;LI Hu(School of Economics&Management,Nanjing Forestry University,Nanjing 210037,China;South School of Nanjing Forestry University,Nanjing 210037,China)

机构地区：[1]南京林业大学经济管理学院,江苏南京210037 [2]南京林业大学南方学院,江苏南京210037

出　　处：《物流科技》2020年第11期40-44,共5页Logistics Sci-Tech

摘　　要：众包思想与物流行业的有机结合使得众包物流在物流领域以一个新的姿态脱颖而出,其服务质量水平的高低影响着物流服务网络的发展。在对即时配送众包物流平台的服务质量内涵及影响因素分析基础上,从订单接收过程、配送过程、订单后续过程三个阶段,并结合SERVQUAL模型从可靠性、响应性、保证性、移情性和安全性五个维度构建了众包物流平台服务质量评价指标体系,并利用层次分析法确定众包物流平台服务质量评价体系指标权重。通过对闪送平台服务质量评价发现,应加强对自由配送员的管控、拓宽业务范围及优化业务体系、建立良好的运营和售后处理机制,以进一步提高平台服务质量。The combination of crowdsourcing ideas and the logistics industry makes crowdsourcing logistics stand out in the logistics field with a new attitude.The level of its service quality affects the development of logistics service networks.Based on the analysis of the service quality connotation and service quality influencing factors of crowdsourcing logistics platform based on real-time distribution,a service quality evaluation index system for crowdsourcing logistics platform was constructed from three stages(order receiving process,distribution process,order follow-up process)and five dimensions(reliability,responsiveness,guarantee,empathy,safety)by referring to SERVQUAL model.And then,AHP was used to determine the index weight of the service quality evaluation system.Through the evaluation of the service quality of the FlashEx platform,it was found that the management of free delivery personnel should be strengthened,the business scope should be widened,the business system should be optimized,and a good operation and after-sales processing mechanism should be established to improve the service quality of the platform.

关 键 词：即时配送 众包物流 服务质量评价 闪送平台 

分 类 号：F252.14[经济管理—国民经济]