鞍山烟草公司的物流服务质量改进研究
发布时间：2019-03-19 09:10
【摘要】：自中国加入世界贸易组织以后,垄断行业的市场也逐渐放开,作为垄断行业代表的烟草行业也将面临来自国外同行业的竞争。由于中国烟草行业的经济重要性和物流服务在烟草行业中的重要作用,如何提高烟草公司物流服务质量、提高零售客户对烟草公司物流服务的满意度就显得尤其重要。这也是中国烟草企业控制和占据国内市场份额的有效途径。因此,对于烟草商业企业物流服务质量的研究可以大大提升公司的零售客户满意度和市场竞争力,具有重要的现实意义。 本文对鞍山烟草公司的物流服务质量进行了研究,首先在文献回顾和定性访谈的基础上开发出测量公司物流服务质量的量表,并经过信度效度检验得到最终测量量表。然后运用该测量量表对零售客户满意度进行了调查研究,并通过描述统计、比较分析和回归分析研究调研数据间的关系和差异。数据分析的结果表明不同类型和地理位置的零售客户对测量量表各题项的评分不尽相同,物流服务质量各维度对零售客户总体满意度的重要性水平也不同。 本文基于鞍山烟草公司及其物流中心的基本情况、调查研究中获得的数据及分析结果,对鞍山烟草公司物流服务提出了改进建议,分别从鞍山烟草公司提升关键物流服务质量维度、提升关键类型零售客户物流服务质量和提升关键地理位置零售客户物流服务质量方面进行阐述。
[Abstract]:Since China joined the World Trade Organization, the market of monopoly industry has been liberalized gradually. As the representative of monopoly industry, the tobacco industry will also face the competition from abroad. Because of the economic importance of Chinese tobacco industry and the important role of logistics services in tobacco industry, how to improve the quality of logistics services of tobacco companies and improve the satisfaction of retail customers to logistics services of tobacco companies is particularly important. This is also an effective way for Chinese tobacco enterprises to control and occupy the domestic market share. Therefore, the research on logistics service quality of tobacco commercial enterprises can greatly improve the retail customer satisfaction and market competitiveness of the company, which has important practical significance. In this paper, the logistics service quality of Anshan Tobacco Company was studied. Firstly, based on literature review and qualitative interview, a scale was developed to measure the logistics service quality of Anshan Tobacco Company, and the final measurement scale was obtained by reliability and validity test. Then using the scale to investigate the retail customer satisfaction, and through the description of statistics, comparative analysis and regression analysis of the relationship between the research data and differences. The results of data analysis show that different types and geographical locations of retail customers have different scores for each item of the scale, and the importance level of each dimension of logistics service quality to the overall satisfaction of retail customers is also different. Based on the basic situation of Anshan Tobacco Company and its logistics center, this paper puts forward some suggestions for improving the logistics service of Anshan Tobacco Company, based on the data and analysis results obtained from the investigation and research. From the aspects of improving the quality of key logistics service, improving the service quality of key retail customers and improving the logistics service quality of key geographical location retail customers in Anshan Tobacco Co., Ltd.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F259.23;F426.89
本文编号：2443389
[Abstract]:Since China joined the World Trade Organization, the market of monopoly industry has been liberalized gradually. As the representative of monopoly industry, the tobacco industry will also face the competition from abroad. Because of the economic importance of Chinese tobacco industry and the important role of logistics services in tobacco industry, how to improve the quality of logistics services of tobacco companies and improve the satisfaction of retail customers to logistics services of tobacco companies is particularly important. This is also an effective way for Chinese tobacco enterprises to control and occupy the domestic market share. Therefore, the research on logistics service quality of tobacco commercial enterprises can greatly improve the retail customer satisfaction and market competitiveness of the company, which has important practical significance. In this paper, the logistics service quality of Anshan Tobacco Company was studied. Firstly, based on literature review and qualitative interview, a scale was developed to measure the logistics service quality of Anshan Tobacco Company, and the final measurement scale was obtained by reliability and validity test. Then using the scale to investigate the retail customer satisfaction, and through the description of statistics, comparative analysis and regression analysis of the relationship between the research data and differences. The results of data analysis show that different types and geographical locations of retail customers have different scores for each item of the scale, and the importance level of each dimension of logistics service quality to the overall satisfaction of retail customers is also different. Based on the basic situation of Anshan Tobacco Company and its logistics center, this paper puts forward some suggestions for improving the logistics service of Anshan Tobacco Company, based on the data and analysis results obtained from the investigation and research. From the aspects of improving the quality of key logistics service, improving the service quality of key retail customers and improving the logistics service quality of key geographical location retail customers in Anshan Tobacco Co., Ltd.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F259.23;F426.89
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