基于SEM的UTi公司物流服务质量评价改进研究

发布时间：2018-06-28 21:01

本文选题：第三方物流 + 物流服务质量　；参考：《东华大学》2014年硕士论文

【摘要】：随着现代经济的飞速发展,物流行业展现出勃勃生机!在此背景下,针对现代物流业的研究与实践获得各国学者与企业物流管理者们的广泛关注,一系列新的问题与挑战也随之不断呈现。作为物流服务管理的核心,改善物流服务质量,并对物流服务做出准确评价显得至关重要!当前,提高物流服务质量成为企业取得市场竞争力的重要手段,基于此,众多学者和企业界管理人员在这一领域正在广泛地开展各方面研究工作。如何提供高质量的物流服务,进而获得最后的客户忠诚,成为第三方物流企业生存和发展的关键。本文基于国外已有的较为成熟的物流服务质量研究理论,进一步做深入分析,并通过实例验证对第三方物流企业的物流服务质量评价开展研究工作。本文首先结合物流业的发展现状,对目前国内外有关物流方面的研究工作做了综述,进而系统地阐述物流服务质量的内涵和测定手段。其次分析了UTi国际物流有限公司(以下简称UTi公司)物流管理的发展现状和方向,单纯的货物运输作为传统业务是提高物流服务质量的基石,然而面对竞争日益激烈的物流市场以及客户对于优化自身供应链的强大需求,UTi公司开始实施满足客户需求的物流服务产品——订单管理,涵盖了从贸易双方订单生成到最终交货付清的整条供应链管理。而后,基于国内外现有的对物流企业物流服务质量的研究工作和论证成果,综合第三方物流企业的特性及公司物流管理的实际情况,分析出评价出UTi公司物流服务质量多个指标,并制定了相关调查问卷,进行数据分析与研究,从而构建了UTi公司物流服务质量评价的指标体系。最后根据各一级指标间的因果关系构建了UTi公司的物流服务质量评价模型,建立物流服务质量的结构方程模型,在此基础上使用SEM方法对UTi公司的物流服务质量模型进行了实证研究,根据分析结果和公司物流管理的实际情况,给出了一些相关建议。
[Abstract]:With the rapid development of modern economy, the logistics industry shows great vitality! In this context, the research and practice of modern logistics industry has been widely concerned by scholars and enterprise logistics managers, and a series of new problems and challenges have been emerging. As the core of logistics service management, it is very important to improve the quality of logistics service and make an accurate evaluation of logistics service. At present, the improvement of logistics service quality has become an important means for enterprises to obtain market competitiveness. Based on this, many scholars and business managers are widely developing research work in this field. How to provide high quality logistics service and obtain customer loyalty becomes the key to the survival and development of third party logistics enterprises. Based on the mature research theory of logistics service quality in foreign countries, this paper makes further analysis, and carries out research work on the evaluation of logistics service quality of third-party logistics enterprises through examples. In this paper, the current situation of logistics industry development, the current domestic and foreign research work on logistics is summarized, and then the connotation of logistics service quality and measurement methods are systematically expounded. Secondly, it analyzes the current situation and direction of logistics management of UTi International Logistics Co., Ltd., which is the cornerstone of improving logistics service quality. However, in the face of the increasingly competitive logistics market and the strong demand of customers for optimizing their own supply chain, UTi Company has begun to implement order management, a logistics service product that meets the needs of customers. Covers the entire supply chain management from the generation of trade-side orders to final delivery. Then, based on the existing research work and demonstration results on logistics service quality of logistics enterprises at home and abroad, the characteristics of third-party logistics enterprises and the actual situation of logistics management are synthesized. This paper analyzes and evaluates several indexes of logistics service quality of UTi Company, and formulates relevant questionnaire, carries on data analysis and research, thus constructs the index system of logistics service quality evaluation of UTi Company. Finally, according to the causality relationship between the first class indexes, the evaluation model of logistics service quality of UTi company is constructed, and the structure equation model of logistics service quality is established. On the basis of this, an empirical study on the logistics service quality model of UTi Company is carried out by using SEM method. According to the results of the analysis and the actual situation of the company's logistics management, some relevant suggestions are given.
【学位授予单位】：东华大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.1

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