电子商务物流配送服务的评价分析及提升策略  

Customer Satisfaction Evaluation and Promotion Strategy of E-commerce Logistics Distribution Service

作　　者：王旭磊[1] 王丽娜 王霄 王衡 王颖颖 WANG Xu-lei;WANG Li-na;WANG Xiao;WANG Heng;WANG Ying-ying(College of Management,Qingdao Agricultural University,Qingdao 266019,China)

机构地区：[1]青岛农业大学管理学院,山东青岛266019

出　　处：《物流工程与管理》2021年第4期6-9,共4页Logistics Engineering and Management

基　　金：教育部人文社会科学研究项目(16YJC630127);青岛农业大学高层次人才科研基金(1112337);青岛农业大学校级大学生创新项目。

摘　　要：物流配送服务质量对提高B2C企业客户满意度起到关键作用。基于对B2C客户的调查,利用多级可拓优度评价方法对国内市场份额领先的4家B2C企业物流配送服务进行客户满意度评价,评价结果发现目前国内B2C企业的物流配送服务质量基本上能够满足客户的需求,B2C物流配送服务中的性价方面与客户的期望存在较大差异。据此进一步提出提升B2C电子商务物流配送客户满意度的建议。The service quality of logistics and distribution play a key role in improving customer satisfaction of B2C enterprises.Based on the B2C customer survey,customer satisfaction evaluation of the domestic top-ranking four B2C enterprise logistics and distribution services is carried on using the multilevel evaluation method.The evaluation found that the domestic B2C enterprise logistics service quality are basically able to meet the customer’s wish.The customer satisfaction of self-operation logistics B2C enterprise is extension optimal basically well.And there is a big difference between customer expectations and the logistics price served by the B2C companies.Based on this result futhur proposed suggestions to improve customer satisfaction for B2C logistics distribution.

关 键 词：B2C 物流 客户满意度评价 服务质量差距模型 可拓评价 

分 类 号：F252[经济管理—国民经济]