天津港集装箱物流园区服务能力提升研究

发布时间：2018-03-23 00:03

本文选题：天津港　切入点：物流园区　出处：《大连海事大学》2012年硕士论文　论文类型：学位论文

【摘要】：近年来,我国物流园区呈现蓬勃发展的局面,物流园区的快速发展也带动了港口物流园区的建设高潮。物流园区作为现代物流中重要的基础设施,是推动物流业发展的重要载体,无论从物流业自身发展,还是从物流业与其他产业协同发展的角度来看,都具有重要的价值。本论文以天津港集装箱物流园区为研究样本,运用服务管理、企业能力相关理论,借鉴国内外物流园区发展和服务的经验,对园区服务能力现状进行了深入细致的分析。采取文献调查法、实地调查法、SERVQUAL评价方法等,对天津港集装箱物流园区的服务能力进行了评价。指出园区服务能力的主要差距包括：装卸设施的齐备性、生活配套设施的完善性、信息平台建设的完善性和可靠性、团队的服务提供能力等,是园区企业客户对于服务能力期望与感知存在较大差距的真正原因和问题所在。对园区服务设施的保障和提供、园区信息化建设、团队的服务能力提升分别阐述了相应的策略。港口物流园区成长和发展的根本在于服务,真正让港口物流园区茁壮成长和健康发展,只有服务本身。本论文旨在通过物流园区服务能力的提升,为园区企业提供便捷、优质、高效的服务,进而缩小企业客户对于园区服务期望与感知的差距,从而提升园区服务水平,促进天津港集装箱物流园区的健康发展,实现多方共赢,共同发展。本论文构建了天津港集装箱物流园区的服务能力评价体系,认为物流园区的服务能力是决定物流园区服务水平的关键因素。本论文对于天津港集装箱物流园区运营管理和未来发展具有很强的现实意义,对于我国港口物流园区以及其他物流园区健康发展的研究也具有一定的借鉴价值。
[Abstract]:In recent years, the logistics park of our country presents the vigorous development situation, the rapid development of the logistics park also drives the construction climax of the port logistics park. The logistics park is an important infrastructure in the modern logistics. It is an important carrier to promote the development of logistics industry. It is of great value not only from the development of logistics industry itself, but also from the perspective of cooperation between logistics industry and other industries. This paper takes Tianjin Port Container Logistics Park as the research sample, applies the theory of service management and enterprise capability, and draws lessons from the development and service experience of logistics park at home and abroad. This paper makes a thorough and detailed analysis on the present situation of the service capacity of the park. It adopts the methods of literature investigation, field investigation and SERVQUAL evaluation, etc. The service capacity of Tianjin Port Container Logistics Park is evaluated. It is pointed out that the main gap of service capacity of Tianjin Port Container Logistics Park includes the completeness of loading and unloading facilities, the consummation of supporting facilities for life, the perfection and reliability of information platform construction. The service providing ability of the team is the real reason and problem that the customers in the park have a big gap between the expectation and the perception of the service ability, the guarantee and provision of the service facilities of the park, the construction of the campus information, The service ability of the team is improved and the corresponding strategies are explained respectively. The growth and development of port logistics park lies in the service. Only the service itself can make the port logistics park grow and develop healthily. This paper aims at providing convenience to the enterprises through the promotion of the service capacity of the logistics park. High quality and high efficiency service, and then narrow the gap between customers' expectation and perception of service, thus improving the service level of the park, promoting the healthy development of Tianjin Port Container Logistics Park, and realizing the win-win situation. This paper constructs the service capacity evaluation system of Tianjin Port Container Logistics Park. It is considered that the service capacity of logistics park is the key factor to determine the service level of logistics park. This paper has a strong practical significance for the operation management and future development of Tianjin Port Container Logistics Park. The study on the healthy development of port logistics park and other logistics parks in China also has certain reference value.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F552.7;F259.27

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