港口服务质量评价研究脉络梳理与未来展望  

Review and Prospect of Port Service Quality Evaluation

作　　者：姜岩[1,2] 刘秀亭 马军 JIANG Yan;LIU Xiu-ting;MA Jun(Research Institute of the Belt and Road,Dalian Jiaotong University,Dalian,Liaoning 116028;School of Economics&Management,Dalian Jiaotong University,Dalian,Liaoning 116028;China Market Magazine,Beijing 100073)

机构地区：[1]大连交通大学“一带一路”研究院,辽宁大连116028 [2]大连交通大学经济管理学院,辽宁大连116028 [3]中国市场杂志社,北京100073 [4]中国物流学会

出　　处：《供应链管理》2021年第11期96-111,共16页SUPPLY CHAIN MANAGEMENT

基　　金：教育部人文社会科学规划基金项目“‘一带一路’背景下中俄跨境电商与跨境物流协同发展研究”(21YJAGJW002);国家社会科学基金重大项目“建设面向东北亚开放合作高地与推进新时代东北振兴研究”(20&ZD098);辽宁省教育厅科研计划项目“‘一带一路’背景下铁路快速化货运的国际物流节点研究”(LJKZ0472)。

摘　　要：伴随航运市场竞争的剧烈化,港口经营者的物流意识已逐步从利润观念转向服务观念,但由于港口服务所涉及的内容分散而复杂,导致学术界对港口服务质量的评价维度、评价模型与评价方法的研究相对零散。通过对近40年相关文献的系统梳理发现,港口服务质量的评价维度主要涉及内生质量、外生质量和关系质量三方面;现有研究中港口服务质量的评价模型主要依据SERVQUAL、LSQ以及ROPMIS三个基础服务质量模型得出;港口服务质量的评价方法主要包括层次分析法、结构方程模型、主成分分析法、重要性—绩效分析、差距分析以及质量功能展开方法。鉴于现有文献在港口服务质量的构成及具体评价指标、港口服务质量与其他结构变量之间关系等研究方面仍存在一定局限,为推进港口服务质量评价的深入研究,应关注港口服务质量各评价维度在客户满意度方面的排序及其对港口绩效的影响,分析不同行业情境下港口服务质量与客户满意度之间的关系差异,探究港口服务条件类型的影响,以提供更全面的港口服务质量解决方案,并根据不同港口的地理位置和经营现状进一步细化港口服务质量的评价指标体系,提升港口物流服务质量评价结果的有效性。此外,还应当重视智慧物流在提升港口服务质量中的作用,促进港口物流资源配置智能化、物流运作便利化、生产组织柔性化以及物流服务敏捷化。As the core link and comprehensive logistics center of the international freight transport chain,port undertakes the mission of completing the basic logistics services and derivative value-added services of the supply chain system.With the fierce competition in the shipping market,the logistics awareness of port operators has gradually changed from the concept of profit to the concept of service.However,due to the scattered and complex content of port service,the academic research on the evaluation dimensions,evaluation models and evaluation methods of port service quality is relatively scattered.Through the systematic review of relevant literature in the past 40 years,it is found that the evaluation dimensions of port service quality mainly involve endogenous quality,exogenous quality and relationship quality;the existing evaluation models of port service quality are mainly based on SERVQUAL,LSQ and ROPMIS;the evaluation methods of port service quality mainly include analytic hierarchy process,structural equation model,principal component analysis,importance performance analysis,gap analysis and quality function deployment.In view of the limitations of the existing literature on the composition and specific evaluation indicators of port service quality and the relationship between port service quality and other structural variables,in order to promote the in-depth study of port service quality evaluation,we should pay attention to the ranking of each evaluation dimension of port service quality in terms of customer satisfaction and its impact on port performance,analyze the relationship between port service quality and customer satisfaction in different industry situations,explore the influence of port service condition types to provide more comprehensive port service quality solutions,and further refine the evaluation index system of port service quality according to the geographical location and operation status of different ports,so as to improve the effectiveness of port logistics service quality evaluation

关 键 词：港口 服务质量 评价维度 评价模型 评价方法 

分 类 号：F270[经济管理—企业管理] F550.6[经济管理—国民经济]