面向顾客满意度的中卫市农村电商物流服务质量评价研究  

Research on Quality Evaluation of Rural E-Commerce Logistics Services in Zhongwei for Customer Satisfaction

作　　者：梁斯宇 LIANG Siyu(School of Economics and Management,Chang’an University,Xi’an 710064,China)

机构地区：[1]长安大学经济与管理学院,西安710064

出　　处：《经济研究导刊》2024年第17期108-111,共4页Economic Research Guide

摘　　要：随着经济社会的发展,人们对物流企业的服务要求也越来越高,为顾客提供更好的、个性化的服务,是企业提高顾客满意度的重要途径。在SERVQUAL与LSQ模型的基础上,对中卫市的物流水平进行分析,并对初始的评价指标体系进行优化和调整,得到了一个包含4个维度和17个指标的体系,计算出各个维度和指标的权重,最后得出服务质量期望与感知之间的差距,并对结果进行分析与评价。With the development of the economy and society,people’s service requirements for logistics enterprises are also increasing.Providing better and personalized services to customers is an important way for enterprises to improve customer satisfaction.Based on the SERVQUAL and LSQ models,the logistics level of Zhongwei was analyzed,and the initial evaluation index system was optimized and adjusted to obtain a system consisting of 4 dimensions and 17 indicators.The weights of each dimension and indicator were calculated,and the gap between service quality expectations and perceptions was finally obtained,and the results were analyzed and evaluated.

关 键 词：农村电商 物流服务质量 顾客满意度 感知—期望 

分 类 号：F252.24[经济管理—国民经济]