当当网物流服务质量评价研究

发布时间：2017-12-31 16:36

本文关键词：当当网物流服务质量评价研究　出处：《河北科技大学》2015年硕士论文　论文类型：学位论文

【摘要】：伴随着网络购物用户的不断扩张和B2C市场规模的持续增大,B2C电子商务必然为电子商务领域今后发展的核心。完善的物流服务是电子商务活动得以最终实现的必要条件,势必将成为B2C企业最重要的竞争领域。当当网面对竞争日趋激烈的B2C市场,如何跨越企业界限,从扩展企业的新思维出发,从全局和整体的角度考虑,如何有效评价其的物流服务质量,找出企业在物流服务上的差距,有针对性的进行深化合作,共同提升服务竞争力是其重要的研究内容之一。本文整理了服务质量、物流服务质量、电子商务物流、B2C企业物流模式、B2C企业物流服务质量等理论研究成果,分析了B2C行业和当当网物流服务现状与问题,在SERVQUAL模型基础上,融合LSQ模型中9大指标,并结合B2C行业特点以及对物流的要求,构建了有形性、可靠性、响应性、移情性和经济性在内的5个维度、28个指标的当当网物流服务质量评价模型。在评价模型的基础上设计了问卷和量表,并进行了样本调研,借助SPSS17.0分析软件对模型进行了区分度检验、探索性因子分析、信度检验剔除无效指标,保留了原有的5个维度,22个指标;采用回归分析方法确定了各指标和维度的权重,最终确定出通过检验的当当网物流服务质量的评价模型。最后,借助构建的评价模型和相关数据,测量了当当网的物流服务质量,并根据结果找出原因,提出相应改进对策。
[Abstract]:With the continuous expansion of online shopping users and the size of the B2C market continues to grow. B2C electronic commerce is the core of the future development of electronic commerce. Perfect logistics service is the necessary condition for the final realization of electronic commerce activities. Dangdang facing the increasingly fierce competition in the B2C market, how to cross the boundaries of enterprises, from the new thinking of expanding enterprises, from the overall and overall point of view. How to effectively evaluate its logistics service quality, find out the gap in logistics services, and deepen cooperation. It is one of the important research contents to enhance the service competitiveness together. This paper collates the service quality, logistics service quality, e-commerce logistics and B2C enterprise logistics model. B2C enterprise logistics service quality and other theoretical research results, analysis of B2C industry and Dangdang logistics service status and problems, on the basis of SERVQUAL model, the integration of LSQ model in the nine indicators. Combined with the characteristics of B2C industry and the requirements of logistics, this paper constructs five dimensions of materiality, reliability, responsiveness, empathy and economy. 28 indicators of Dangdang logistics service quality evaluation model. Based on the evaluation model designed a questionnaire and a scale, and carried out a sample survey. With the help of SPSS17.0 analysis software, the model was tested for discrimination, exploratory factor analysis and reliability test. The invalid index was eliminated and the original 5 dimensions and 22 indexes were retained. Regression analysis method is used to determine the weight of each index and dimension, and finally determine the evaluation model of Dangdang logistics service quality. Finally, with the help of the evaluation model and related data. The logistics service quality of Dangdang net is measured, and the reason is found out according to the result, and the corresponding improvement countermeasures are put forward.
【学位授予单位】：河北科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F724.6;F259.2

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