供应链视域下第三方物流企业服务质量算法研究  

Research on Algorithms for Service Quality of Third-Party Logistics Enterprises from the Perspective of Supply Chain

作　　者：张红坚[1] 贾春玉 Zhang Hongjian;Jia Chunyu(School of Management,Guangdong Peizheng College,Guangzhou 510830,Guangdong)

机构地区：[1]广东培正学院管理学院,广东广州510830

出　　处：《中国商论》2024年第8期91-94,共4页China Journal of Commerce

基　　金：2022年度广东省本科高校教学质量与教学改革工程建设项目“供应链应用型创新人才培养模式的探索与实践”(粤高教函[2023]4号,编号:967)。

摘　　要：借助SERVQUAL模型进行服务质量差距研究是目前企业进行全面服务质量管理的一个重要策略。本文以第三方物流企业特征为基础,通过构建第三方物流企业服务质量体系六大维度二十五个子维度,以实地调查问卷数据为样本,利用SPSS26.0软件包进行数据分析,检验第三方物流企业服务质量差距的信度和效度,并实证研究该模型应用于第三方物流企业的可行性;借助IPA象限分析,为第三方物流企业后继的改进服务措施提供依据。Using the SERVQUAL model to study service quality gaps is currently an important strategy for enterprises to conduct comprehensive service quality management.Based on the characteristics of third-party logistics enterprises,by constructing six dimensions and twenty-fi ve sub-dimensions of the service quality system for third-party logistics enterprises,using fi eld survey questionnaire data as samples and SPSS 26.0 software package for data analysis,the reliability and validity of the service quality gap of third-party logistics enterprises are tested,and the feasibility of applying this model to third-party logistics enterprises is demonstrated;through the importance–performance analysis(IPA),this paper provides a basis for subsequent service improvement measures for third-party logistics enterprises.

关 键 词：第三方物流企业 SERVQUAL模型 信度 服务差异 IPA 

分 类 号：F252[经济管理—国民经济]