道路货运物流公共信息平台服务质量评价研究

发布时间：2018-04-30 04:32

本文选题：物流公共信息平台 + 服务质量评价　；参考：《北京交通大学》2017年硕士论文

【摘要】：随着道路货运物流公共信息平台的兴起,借助于计算机和互联网技术,物流信息通过信息化平台得到共享,为车主和货主寻找交易方提供了便利。但是我国道路货运物流公共信息平台发展时间较短,仍处于初级阶段,这类平台呈现投资多、成本高、风险大、盈利少等特点,虽然道路货运物流公共信息平台成为了物流行业发展的有力推动者,服务质量也渐渐成为影响信息平台成长的重要因素甚至是关键性因素,但是其服务质量现状不容乐观,服务质量的提升也不可避免地面临许多障碍,与此同时,关于其服务质量评价体系的系统性的研究尚且缺乏。本文研究主要针对当前道路货运物流公共信息平台服务质量低下问题,以服务质量评价相关理论研究为基础和指导,以道路货运物流公共信息平台服务质量评价体系为研究对象,选取国内几家主要的道路货运物流公共信息平台,对其服务质量现状进行比较,分析平台服务质量的现实表现和制约因素,构建了较为系统的道路货运物流公共信息平台服务质量评价体系,为平台的运营发展提供预警。同时,以铜陵市货运物流公共信息服务平台为例,进行了综合评价,提出了改进策略。归纳起来,本文研究主要集中在四个方面:一是基于对国内外道路货运物流公共信息平台的相关研究的梳理,总结概括了道路货运物流公共信息平台的内涵、特点、分类、运营模式和主要存在的问题;二是构建了包含5个一级指标、18个二级指标的道路货运物流公共信息平台服务质量评价指标体系并基于因子分析法通过预测试对指标体系进行了检验;三是基于层次分析法确定了道路货运物流公共信息平台服务质量评价指标的权重;四是对铜陵市物流公共信息平台服务质量进行了综合评价,评价结果为"一般",评价结果与对该平台的现有整体性直接评价结果一致,以此验证了本文道路货运物流公共信息平台服务质量评价体系的科学性、合理性、有效性、易操作性、可指导性。
[Abstract]:With the rise of public information platform of road freight logistics, with the help of computer and Internet technology, logistics information is shared through information platform, which provides convenience for vehicle owners and cargo owners to find trading parties. However, the development of public information platform of road freight logistics in China is relatively short, and it is still in the primary stage. This kind of platform is characterized by more investment, higher cost, greater risk, less profit and so on. Although the public information platform of road freight logistics has become a powerful promoter of the development of logistics industry and the service quality has gradually become an important factor or even a key factor affecting the growth of the information platform, the current situation of its service quality is not optimistic. The improvement of service quality inevitably faces many obstacles, at the same time, the systematic research on service quality evaluation system is still lacking. This paper aims at the problem of low service quality in the public information platform of road freight logistics, which is based on the theory of service quality evaluation. Taking the service quality evaluation system of public information platform of road freight logistics as the research object, this paper selects several major public information platforms of road freight logistics in China, and compares the present situation of service quality. This paper analyzes the realistic performance and restrictive factors of the platform's service quality, and constructs a systematic evaluation system of the service quality of the public information platform of road freight logistics, which provides early warning for the operation and development of the platform. At the same time, taking Tongling freight logistics public information service platform as an example, the comprehensive evaluation is carried out and the improvement strategy is put forward. To sum up, this paper mainly focuses on four aspects: first, based on the domestic and foreign road freight logistics public information platform related research combing, summarized the connotation, characteristics, classification of road freight logistics public information platform, The mode of operation and the main problems; Secondly, the evaluation index system of service quality of public information platform of road freight logistics is constructed, which includes 5 first class indexes and 18 second class indexes, and the index system is tested by forecasting test based on factor analysis method. Thirdly, the weight of service quality evaluation index of road freight logistics public information platform is determined based on analytic hierarchy process; fourth, the service quality of Tongling logistics public information platform is comprehensively evaluated. The evaluation result is "general", and the evaluation result is consistent with the existing overall and direct evaluation result of the platform, which verifies the scientific, reasonable and effective service quality evaluation system of the public information platform for road freight logistics. Easy to operate and guide.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F542.8;F259.27

【参考文献】