快递业物流服务能力对企业绩效的影响研究

发布时间：2018-03-20 14:32

本文选题：快递业　切入点：物流服务能力　出处：《太原理工大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着移动互联网和电子商务的快速发展,我国电商物流已成为现代物流业的重要组成部分和推动国民经济发展的新动力,快递业也得到迅速的发展。然而,快递企业在提供物流服务的过程中仍然存在很多问题,而这些问题的产生都与快递企业的物流服务能力息息相关,对快递企业的绩效发展起到至关重要的影响。本文在阅读相关文献和整理有关数据的基础上,将快递企业作为研究对象,并对快递企业的物流服务能力进行界定。其次,在定性分析过程中,构建了快递企业物流服务能力和快递企业绩效的评价指标体系,提出了研究假设。在定量分析过程中,利用因子分析法和结构方程模型对大样本数据进行定量分析。最后,针对提升快递企业绩效提出有关于快递企业物流服务能力的管理措施和建议。主要的研究结论:快递企业物流运作能力、物流要素能力和增值服务能力均对快递企业绩效中的内部运营绩效、财务绩效、顾客绩效和学习与成长绩效产生显著的正向影响。其中,快递企业物流运作能力对快递企业的财务能力、顾客绩效和学习与成长绩效产生显著的正向影响;快递企业物流要素能力会对快递企业的财务绩效和学习与成长绩效产生显著的正向影响;而快递企业的增值服务能力会对快递企业的内部运营绩效、财务绩效、顾客绩效和学习与成长绩效产生显著的正向影响。因此,本文提出了具有针对性的管理建议:首先,快递企业在发展过程中需要根据实际情况设计合理的运输路径、选择环保的运输方式、合理控制货物包装成本、缩短货物的配送时间、提供优质的售后服务、制定合理的物流服务费用、确保消费者个人信息的安全保密;其次,快递企业需建设合理的物流服务网点、注重快递企业员工综合能力的培养;最后,快递企业需要注重创新意识、建立企业间的信息共享系统,从而推动快递企业的可持续性发展。本文的创新点:研究从资源合理利用、控制成本、提升服务效率和质量角度出发,将绿色环保、节约物流投入成本、节省物流配送时间和减少物流配送所造成的环境污染等因素考虑到所构建的评价指标体系中,构建了快递企业物流服务能力的指标评价体系。其次,针对快递企业物流服务能力与快递企业绩效之间的关系提出了研究假设,构建了假设模型。利用定量分析验证了假设模型。
[Abstract]:With the rapid development of mobile Internet and e-commerce, e-commerce logistics in China has become an important part of the modern logistics industry and a new driving force to promote the development of the national economy. In the process of providing logistics service, express enterprises still have many problems, and the emergence of these problems is closely related to the logistics service ability of express delivery enterprises. On the basis of reading the relevant documents and sorting out the relevant data, this paper takes express delivery enterprises as the research object, and defines the logistics service ability of express delivery enterprises. In the process of qualitative analysis, the evaluation index system of logistics service ability and performance of express delivery enterprises is constructed, and the research hypotheses are put forward. Factor analysis and structural equation model are used for quantitative analysis of large sample data. In order to improve the performance of express delivery enterprises, the paper puts forward some management measures and suggestions on logistics service ability of express delivery enterprises. Logistics capability and value-added service ability have significant positive effects on the performance of express delivery enterprises, such as internal operation performance, financial performance, customer performance and learning and growth performance. The logistics operation ability of express delivery enterprises has a significant positive impact on the financial ability, customer performance and learning and growth performance of express delivery enterprises; The ability of logistics elements of express delivery enterprises will have a significant positive impact on the financial performance and learning and growth performance of express delivery enterprises, while the value-added service ability of express delivery enterprises will have a significant positive impact on the internal operational performance and financial performance of express delivery enterprises. Customer performance and learning and growth performance have a significant positive impact. Therefore, this paper puts forward targeted management suggestions: first, express delivery enterprises need to design reasonable transportation routes according to the actual situation in the process of development. Select environmentally friendly transportation mode, reasonably control the cost of packaging goods, shorten the delivery time of goods, provide high-quality after-sales service, formulate reasonable cost of logistics services, ensure the safety and confidentiality of consumer personal information; secondly, Express delivery enterprises need to build reasonable logistics service network, pay attention to the training of the comprehensive ability of the staff of express delivery enterprises. Finally, express delivery enterprises need to pay attention to innovation consciousness and establish information sharing system among enterprises. In order to promote the sustainable development of express delivery enterprises. The innovation of this paper: from the point of view of rational use of resources, cost control, improve service efficiency and quality, green environmental protection, save logistics input costs, Considering the factors such as saving the time of logistics distribution and reducing the environmental pollution caused by logistics distribution, the evaluation index system of logistics service capacity of express delivery enterprises is constructed. Secondly, the evaluation system of logistics service capacity of express delivery enterprises is constructed. According to the relationship between logistics service capability and performance of express delivery enterprises, the hypothesis model is constructed, and the hypothesis model is verified by quantitative analysis.
【学位授予单位】：太原理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F259.2;F253.7

【相似文献】