构建基于客户体验的众包物流服务质量评价指标体系  

Construction of Crowdsourcing Logistics Service Quality Evaluation Index System Based on Customer Experience

作　　者：李明会 LI Minghui(Beijing Jiaotong University)

机构地区：[1]北京交通大学

出　　处：《中国商论》2021年第11期27-29,共3页China Journal of Commerce

摘　　要：近年来同城物流业务量与日俱增,众包物流模式凭借其低成本、高效率以及最大化利用社会闲散资源等优势,逐渐被各类电商及提供到家服务的企业所重视。由于缺乏相关政策和行业标准,使得众包物流服务质量参差不齐、客户体验差,服务质量已经成为制约众包物流企业提高竞争力的关键所在。基于此,本文将探讨构建基于客户体验的众包物流企业服务竞争力评价指标体系。文章首先阐述众包物流是提升客户体验的一种模式,其次考虑到众包物流服务具有不可控性和安全隐患等特点,利用服务差距模型找出众包物流企业存在的问题,参考SERVQUAL模型,构建基于客户体验的众包物流企业服务竞争力评价体系,并运用层次分析法建立评价模型。In recent years,the volume of intra-city logistics business has increased day by day.With its advantages of low cost,high effi ciency,and maximum utilization of idle resources in the society,the crowdsourcing logistics model has gradually been valued by various e-commerce companies and enterprises that provide home-based services.Due to the lack of relevant policies and industry standards,the quality of crowdsourcing logistics services is uneven and the customer experience is poor.Service quality has become the key to restricting the competitiveness of crowdsourcing logistics companies.Based on this,this article will build an evaluation index system for the service competitiveness of crowdsourcing logistics enterprises based on customer experience.This paper fi rst expounds that crowdsourcing logistics is a mode to improve customer experience.Secondly,considering the uncontrollability and security risks of crowdsourcing logistics service,this paper uses the service gap model to fi nd out the existing problems of crowdsourcing logistics enterprises,references SERVQUAL model,constructs the service competitiveness evaluation system of crowdsourcing logistics enterprises based on customer experience,and uses AHP to establish the evaluation model.

关 键 词：众包物流 客户体验 服务质量 SERVQUAL模型 层次分析法 

分 类 号：F252[经济管理—国民经济]