德邦物流企业物流服务质量评价研究
发布时间：2018-10-15 17:25
【摘要】：物流服务在企业发展中的地位举足轻重。如何提供良好的物流服务,怎样评价物流服务质量,这不仅与物流企业的长期发展战略有关,同时也关系到物流企业如何管理物流服务质量。德邦物流企业在为顾客提供物流服务的同时,时常会因为提供的物流服务不到位而引来顾客的抱怨,造成了顾客的流失,不利于企业的长期发展。因此,针对德邦物流企业建立一个物流服务质量评价指标体系,并建立测评模型,对德邦物流企业如何提高物流服务质量管理有着较强的科学依据和现实意义。本文首先分析了德邦物流提供的主要物流服务,找到德邦物流服务存在的问题,据此建立一个适合于德邦物流的物流服务质量初始评价指标体系。通过对德邦物流用户的实证调研,对回收的数据进行统计分析,利用探索性因子分析方法对德邦企业物流服务质量初始评价指标体系进行了修改,得到改进后的评价指标体系。最后,为了验证改进后的评价指标体系的有效性,建立了德邦企业物流服务质量测评模型,利用AMOS17.0软件进行模型与数据的拟合,在经过多次实验之后,对测评模型进行不断的改进,最终使得模型与数据的适配度达到理想程度,验证了评价指标体系的有效性。文章基于改进后的测评模型对德邦物流提出了管理建议:提高物流服务的响应性;制定合理的价格;增强物流服务的可靠性;提升物流服务的协作性。
[Abstract]:Logistics service plays an important role in the development of enterprises. How to provide good logistics service and how to evaluate the quality of logistics service are not only related to the long-term development strategy of logistics enterprises, but also related to how logistics enterprises manage logistics service quality. While providing logistics services to customers, Dobang logistics enterprises often attract customers' complaints because the logistics services are not in place, resulting in the loss of customers, which is not conducive to the long-term development of enterprises. Therefore, the establishment of an evaluation index system of logistics service quality and the establishment of evaluation model are of great scientific basis and practical significance to how to improve the management of logistics service quality. This paper first analyzes the main logistics services provided by Dupont Logistics, finds out the existing problems of Dupang Logistics Service, and then establishes an initial evaluation index system of logistics service quality suitable for Dbang Logistics. Based on the empirical investigation of the customers of Dupont logistics, this paper makes statistical analysis on the recovered data, and modifies the initial evaluation index system of logistics service quality by using the exploratory factor analysis method, and obtains the improved evaluation index system. Finally, in order to verify the effectiveness of the improved evaluation index system, a Dobang enterprise logistics service quality evaluation model is established. The model is fitted with data by using AMOS17.0 software. After many experiments, The continuous improvement of the evaluation model finally makes the adaptability between the model and the data to reach the ideal level, which verifies the effectiveness of the evaluation index system. Based on the improved evaluation model, the paper puts forward some management suggestions for DPP logistics: improving the responsiveness of logistics service, establishing reasonable price, enhancing the reliability of logistics service and enhancing the cooperation of logistics service.
【学位授予单位】：湖南工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F259.23
本文编号：2273264
[Abstract]:Logistics service plays an important role in the development of enterprises. How to provide good logistics service and how to evaluate the quality of logistics service are not only related to the long-term development strategy of logistics enterprises, but also related to how logistics enterprises manage logistics service quality. While providing logistics services to customers, Dobang logistics enterprises often attract customers' complaints because the logistics services are not in place, resulting in the loss of customers, which is not conducive to the long-term development of enterprises. Therefore, the establishment of an evaluation index system of logistics service quality and the establishment of evaluation model are of great scientific basis and practical significance to how to improve the management of logistics service quality. This paper first analyzes the main logistics services provided by Dupont Logistics, finds out the existing problems of Dupang Logistics Service, and then establishes an initial evaluation index system of logistics service quality suitable for Dbang Logistics. Based on the empirical investigation of the customers of Dupont logistics, this paper makes statistical analysis on the recovered data, and modifies the initial evaluation index system of logistics service quality by using the exploratory factor analysis method, and obtains the improved evaluation index system. Finally, in order to verify the effectiveness of the improved evaluation index system, a Dobang enterprise logistics service quality evaluation model is established. The model is fitted with data by using AMOS17.0 software. After many experiments, The continuous improvement of the evaluation model finally makes the adaptability between the model and the data to reach the ideal level, which verifies the effectiveness of the evaluation index system. Based on the improved evaluation model, the paper puts forward some management suggestions for DPP logistics: improving the responsiveness of logistics service, establishing reasonable price, enhancing the reliability of logistics service and enhancing the cooperation of logistics service.
【学位授予单位】：湖南工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F259.23
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