基于SERVQUAL理论的卷烟物流服务质量评价  

Evaluation of Cigarette Logistics Service Quality Based on SERVQUAL Theory

作　　者：蒋玉香 陈昌华[1,2] 徐蕾 JIANG Yuxiang;CHEN Changhua;XU Lei(Institute of International Economics and Management,Xihua University,Chengdu 610039,China;School of Management,Xihua University,Chengdu 610039,China)

机构地区：[1]西华大学国际经济与管理研究院,四川成都610039 [2]西华大学管理学院,四川成都610039

出　　处：《物流科技》2022年第1期49-52,共4页Logistics Sci-Tech

摘　　要：由于烟草行业具有计划经济与垄断的特征,烟草物流企业的服务质量无法依靠已有的物流质量评价方法对其进行评估。文章以SERVQUAL理论为基础,根据烟草物流的具体行业特征对SERVQUAL量表进行调整,设计出涵盖有形性、可靠性、响应性、移情性、保证性的五维评价量表,并通过实证研究证明了其良好的信度和效度,是进行卷烟物流企业服务质量评价的有效工具。最后,根据实证分析结果,为实证主体提出服务质量优化建议。Due to the characteristics of planned economy and monopoly in the tobacco industry,the service quality of tobacco logistics enterprises cannot be evaluated by the existing logistics quality evaluation methods.In this paper,based on the theory of SERVQUAL,according to the specific industry characteristics of tobacco logistics to adjust the SERVQUAL scale,design the tangibility,reliability,responsiveness,empathy,assurance of five-dimensional evaluation questionnaire,and through the empirical study has proved its good reliability and validity,cigarette logistics enterprise service quality evaluation is an effective tool.Finally,according to the results of empirical analysis,this paper puts forward suggestions for the optimization of service quality for the empirical subjects.

关 键 词：卷烟物流 服务质量 服务质量指标 SERVQUAL 

分 类 号：F272[经济管理—企业管理]