数字化环境下公路货运企业服务质量评价体系构建  

The Construction of Service Quality Evaluation System of Highway Freight Transportation Enterprises Under Digital Environment

作　　者：刘思洁 王琦峰 LIU Sijie;WANG Qifeng(School of Logistics and E-commerce,Zhejiang Wanli University,Ningbo 315100,China)

机构地区：[1]浙江万里学院物流与电子商务学院,浙江宁波315100

出　　处：《综合运输》2024年第11期35-39,共5页China Transportation Review

基　　金：浙江省教育厅一般科研项目(高校专业学位研究生培养模式改革专项):“数字化环境下公路货运企业服务质量评价模型构建与应用”(Y202352297)。

摘　　要：针对数字化环境下公路货运企业服务质量面临的新挑战,构建数字化环境下公路货运企业服务质量评价体系。通过梳理相关文献,分析数字化环境下公路货运企业服务模式,借鉴SERVQUAL模型、LSQ模型、国家标准和行业报告,以“优服务、保畅通、提效率、重安全、降成本、减排放”为目标,确定7个一级指标和34个二级指标,以期丰富和拓展公路货运企业服务质量评价的理论体系,探寻公路货运企业服务质量提升的突破点和着力点。In view of the new challenges faced by highway freight transportation enterprises in the digital environment,this paper constructs the service quality evaluation system of highway freight transportation enterprises in the digital environment.By combing the relevant literature,analyzing the service model of highway freight enterprises in the digital environment,drawing lessons from SERVQUAL model,LSQ model,national standards and industry reports,with the goal of"excellent service,smooth flow,efficiency,safety,cost reduction and emission reduction",determine 7 first-level indicators and 34 second-level indicators,in order to enrich and expand the theoretical system of service quality evaluation of highway freight transport enterprises.To explore the breakthrough and focus of improving the service quality of highway freight transport enterprises.

关 键 词：数字化 公路货运企业 服务质量 评价指标 

分 类 号：F259.2[经济管理—国民经济]