基于服务接触理论的快递服务质量评价研究

发布时间：2018-04-22 23:13

本文选题：服务接触 + 快递服务　；参考：《浙江理工大学》2017年硕士论文

【摘要】：信息技术驱动的电子商务环境促使企业提高服务水平,快递服务作为电子商务生态系统的核心业务,正经历由粗放式成长向以服务体验为核心的方式转变。当前,迅猛发展的电子商务使快递企业面临重大挑战,特别是服务质量无法保证,顾客投诉率居高不下、服务接触引起的顾客不满等问题已经成为制约快递企业发展的瓶颈,如何评价快递服务质量,建立服务质量监控和保障体系成为亟需解决的课题。为此,本文以服务接触为视角,提炼贯穿信息技术介入条件下的快递服务全过程的服务接触要素,建立信息技术介入的快递服务接触模型,实现对快递服务质量的科学评价、有效监控和切实保障。首先,对服务接触理论进行了综述和分析,结合网络科技快速发展的大背景,对技术介入的服务接触这一新的概念进行了定义,并总结出其四个关键要素,之后界定了快递服务质量的定义和分析了其相关研究,提出了相应的评价方法。其次,结合现代快递服务的流程和特点,构建了技术介入的快递服务接触模型,确定了快递服务的企业接触、技术接触、人员接触、货物接触四个评价维度以及相应维度的下属指标,共28个,形成初始评价指标集,接着设计调查问卷并发放和收集,获取数据,对量表进行信度分析和效度检验,通过因子分析法对初始指标进行修正,最终确定了18个评价指标,然后,通过对比各主成分方差贡献率的大小,得出四个维度的重要性高低是企业接触技术接触人员接触货物接触,与现实相符,验证了所建模型的可行性与有效性。最后,用修正后的18个指标对快递企业进行实证研究,为改善和提高快递企业的服务质量提出相关策略,同时,实证研究的结果再一次验证了所建模型的现实性。本文以服务接触理论为基础,构建快递服务质量评价模型,从顾客视角提出与现实相符的影响快递服务质量的关键指标,对前人的研究进行了补充和完善,并运用问卷调查的方法对快递企业的服务质量进行实证分析,不仅对快递企业有效提升服务质量给予理论上的支撑和实证上的指导,也为以后对快递服务质量的研究提供了新的思路。
[Abstract]:E-commerce environment driven by information technology urges enterprises to improve service level. As the core business of e-commerce ecosystem, express delivery service is undergoing a transformation from extensive growth to service experience. At present, the rapid development of e-commerce makes express delivery enterprises face major challenges, especially the service quality can not be guaranteed, the high rate of customer complaints, customer dissatisfaction caused by service contact has become a bottleneck restricting the development of express delivery enterprises. How to evaluate the quality of express service and establish the system of service quality control and guarantee has become an urgent task. Therefore, from the perspective of service contact, this paper abstracts the service contact elements throughout the whole process of express service under the condition of information technology intervention, establishes the information technology intervention express service contact model, and realizes the scientific evaluation of express service quality. Effective monitoring and protection. First of all, the service contact theory is summarized and analyzed, combining with the background of the rapid development of network science and technology, the new concept of technology intervention service contact is defined, and its four key elements are summarized. After defining the definition of express service quality and analysis of its related research, put forward the corresponding evaluation methods. Secondly, combined with the process and characteristics of modern express service, the contact model of express service with technology intervention is constructed, and the enterprise contact, technical contact and personnel contact of express service are determined. There are 28 indexes of four evaluation dimensions and corresponding dimensions, which form the initial evaluation index set. Then the questionnaire is designed, and the questionnaire is distributed and collected to obtain the data, and the reliability analysis and validity test of the scale are carried out. After modifying the initial index by factor analysis, 18 evaluation indexes were determined, and then the contribution rate of variance of each principal component was compared. It is concluded that the importance of the four dimensions is the contact between the enterprise and the technical contact personnel, which is consistent with the reality, and verifies the feasibility and validity of the model. Finally, using the revised 18 indicators to carry out empirical research on express delivery enterprises, to improve and improve the quality of service of express delivery enterprises put forward relevant strategies, at the same time, the results of empirical research once again verify the reality of the model. Based on the theory of service contact, this paper constructs the evaluation model of express service quality, puts forward the key indexes which are consistent with the reality, and complements and perfects the previous research. Using the method of questionnaire to analyze the service quality of express delivery enterprises, it not only provides theoretical support and empirical guidance for express delivery enterprises to improve service quality effectively. It also provides a new way to study the quality of express service.
【学位授予单位】：浙江理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F259.2

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