跨境电商物流服务质量指标体系的构建研究  

Research on the Construction of the Quality Index System of Cross-Border E-Commerce Logistics Service

作　　者：张林凤 

机构地区：[1]重庆人文科技学院,重庆

出　　处：《管理科学与工程》2017年第3期116-123,共8页Management Science and Engineering

摘　　要：本文在对国内外跨境电商物流、物流服务质量相关文献研究基础上,根据SERVQUAL量表、LSQ模型及跨境电商物流服务的现状分析,初步构建5维度22问项跨境电商物流服务质量的指标体系,其次,根据构建模型的维度和指标形成量表和问卷进行调研,采用相关性分析对模型的指标体系进行验证和筛选,剔除5个指标后的指标体系是合理的,最后,提出电商及物流企业需重点提高可得性和经济性两个维度。This article builds 5 dimensions and 22 multiitem cross-border electricity index system of logistics service quality based on the domestic and international cross-border electricity business logistics service quality research, the SERVQUAL scale, LSQ model and cross-border electricity logistics services, and the analysis of the current situation. Secondly, according to the model of dimensions and indicators to form scale and questionnaire, the correlation analysis to verify this model of index system and selection, after eliminating five indicators index system is reasonable. In the end, we put forward electric business and logistics enterprises need to focus on increasing availability and economy of two dimensions.

关 键 词：跨境电商物流 指标体系 物流服务质量 

分 类 号：F2[经济管理—国民经济]