数字经济时代下物流末端配送满意度研究  

Research on Satisfaction of Terminal Logistics Distribution in Digital Economy Era

作　　者：高嘉琪 唐孝文[1] 赵雨桐 马佳美 GAO Jiaqi;TANG Xiaowen;ZHAO Yutong;MA Jiamei(School of Economics&Management,Beijing University of Technology,Beijing 100124,China)

机构地区：[1]北京工业大学经济与管理学院,北京100124

出　　处：《物流技术》2023年第2期84-90,共7页Logistics Technology

基　　金：北京工业大学“星火基金”重点项目(XH-2021-11-14)。

摘　　要：指出物流供应链全过程中“最后一公里”末端配送环节客户满意度低问题成为制约企业发展的关键。基于消费者视角和数字经济时代背景,根据SERVQUAL模型及相关理论,以物流末端配送满意度为研究对象,提出假设并建立、验证物流服务满意度评价体系。最后根据主要影响维度及指标提出物流末端配送服务质量的提升建议。The paper pointed out that over the process of a logistics supply chain,low customer satisfaction in"last mile"terminal distribution was the key to restrict the development of enterprises.From a consumer perspective and against the background of the digital economy era,with the SERVQUAL model and related theories,the paper took the satisfaction of terminal logistics distribution as the research object,put forward some hypothesis,and established and verified the satisfaction evaluation system of logistics services.Finally,according to the main impact dimensions and indicators,it proposed some suggestions to improve the quality of terminal logistics distribution services.

关 键 词：数字经济 末端配送 满意度 服务质量 SERVQUAL 评价体系 

分 类 号：F259.2[经济管理—国民经济] F713.55