第三方物流企业服务质量的现状、问题和对策研究

发布时间：2018-05-13 22:09

本文选题：第三方物流 + 服务质量　；参考：《延安大学》2014年硕士论文

【摘要】：物流在现代社会中有着非常重要的地位。第三方物流是物流系统不可或缺的组成部分，更是现代物流的发展方向，它的发展从宏观和微观两个层面制约着我国社会经济的发展。从宏观上来说，物流系统的运行制约并决定了经济系统的运行效率与效益。从微观上来说，第三方物流的发展能够使其他企业集中自己的主业，实现资源的优化配置，将有限的人、财、物集中于企业的核心业务，，通过物流外包降低企业运作成本，提高效率，并努力开发出新产品从而参与世界竞争。我国物流业起步较晚，第三方物流的发展面临着巨大的挑战。针对上述情况，本文对第三方物流企业服务质量的现状进行了分析探究，找出问题的关键；并就提升我国第三方物流企业的服务质量提出了建设性的意见和规划，对加快我国第三方物流发展具有积极的现实意义。首先，本文给出了研究的背景和意义，并对国内外物流服务质量研究的现状作了综述，探讨了第三方物流服务质量的相关理论。其次，对比发达国家第三方物流服务质量管理的发展现状，具体阐述分析了我国第三方物流企业在服务质量方面发展的现状以及广泛存在的问题。再者，通过对食品、饮料、快速消费品、服装、纺织和医药等行业的企业中上层管理人员的问卷调查和数据分析，探寻了我国第三方物流企业在服务质量管理方面所存在的问题。最后，通过对服务质量、顾客满意度、全面质量管理的相关理论和应用研究，结合调查问卷的分析结果，提出我国第三方物流企业服务质量的改进对策和方法。
[Abstract]:Logistics plays a very important role in modern society. Third party logistics is an indispensable part of logistics system, but also the development direction of modern logistics. Its development restricts the development of China's social economy from the macro and micro aspects. Macroscopically, the operation of logistics system restricts and determines the efficiency and benefit of economic system. From the microcosmic point of view, the development of TPL can enable other enterprises to concentrate their main business, realize the optimal allocation of resources, concentrate limited people, money and goods on the core business of the enterprise, and reduce the operating cost of the enterprise through logistics outsourcing. Improve efficiency and strive to develop new products to compete in the world. China's logistics industry started late, the development of third-party logistics is facing a huge challenge. In view of the above situation, this paper analyzes the current situation of the service quality of the third party logistics enterprises, finds out the key to the problem, and puts forward constructive suggestions and plans to improve the service quality of the third party logistics enterprises in our country. It has positive practical significance for speeding up the development of third party logistics in China. First of all, this paper gives the background and significance of the research, and summarizes the current situation of logistics service quality research at home and abroad, and discusses the related theory of the third party logistics service quality. Secondly, compared with the development of the third party logistics service quality management in developed countries, the paper analyzes the current situation of the third party logistics enterprises in our country and the existing problems. Furthermore, through the survey and data analysis of the middle and upper class managers in the food, beverage, fast moving consumer goods, clothing, textile and pharmaceutical industries, This paper explores the problems in service quality management of third-party logistics enterprises in China. Finally, through the relevant theory and application research of service quality, customer satisfaction and total quality management, combined with the analysis results of questionnaire, the paper puts forward the countermeasures and methods to improve the service quality of the third party logistics enterprises in our country.
【学位授予单位】：延安大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23;F274

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