基于SERVQUAL和LSQ模型的美团优选社区生鲜配送服务质量评价  

Research on Quality Evaluation of Meituan Optimal Community Fresh Delivery Service Based on SERVQUAL and LSQ Models

作　　者：李子涵 张慧莹 Li Zihan;Zhang Huiying(Langfang Normal University,Langfang 065000,China)

机构地区：[1]廊坊师范学院,河北廊坊065000

出　　处：《廊坊师范学院学报（自然科学版）》2024年第4期115-119,125,共6页Journal of Langfang Normal University(Natural Science Edition)

基　　金：河北省高等学校科学研究项目资助(BJS2024050)。

摘　　要：随着消费升级加快,消费者对社区生鲜电商平台配送服务质量的要求不断提高。以美团优选为研究对象,基于SERVQUAL和LSQ理论模型构建了配送服务质量评价指标体系,确定了安全性、保障性、可视性、灵活性、便捷性5个维度,构建了12个一级指标、17个二级指标。通过问卷调查收集一手数据,对美团优选社区生鲜配送服务质量进行评价。结果表明,美团优选存在售后服务质量不高、取货时间不灵活、不能满足特殊需求、配送方式灵活性较差等问题,提出了优化和改进策略。With the acceleration of consumption upgrading,consumers'requirements for the quality of delivery services of community fresh e-commerce platforms are constantly increasing.Based on SERVQUAL and LSQ theoretical models,this paper constructs a distribution service quality evaluation system from 5 aspects,including safety,supportability,visibility,flexibility and convenience as well as 12 first-level indicators and 17 second-level indicators.It also uses questionnaire surveys to collect first-hand data to evaluate the community fresh food distribution service quality of Meituan Optimal.The results show that Meituan Optimal has problems such as low after-sales service quality,inflexible pick-up times that cannot meet special needs,and poor flexibility in distribution methods.Finally,the paper puts forward some optimization and improvement strategies.

关 键 词：服务质量 SERVQUAL和LSQ模型 社区生鲜配送 

分 类 号：F25[经济管理—国民经济]