农产品物流企业服务质量评价

发布时间：2018-02-11 14:29

本文关键词： 农产品物流企业服务质量评价分析　出处：《福建农林大学》2017年硕士论文　论文类型：学位论文

【摘要】：近年来,国内经济快速提升和发展,人们的收入水平不断得到提高而且物质生活也得到较大的改善。物流尤其是农产品物流,作为一项全新的生产活动,它改变了大多数人的生活方式,越来越多的人开始依赖它。于此同时,伴随着农产品需求量的增加,农产品产量和农产品流通量日益增大,原有的农产品物流服务能力已经不能满足人们需求,人们对于农产品物流的要求也随着农产品需求量增长而随之提高。因此,如何满足客户对于农产品物流日益增长的需求,提升客户服务质量则成了农产品物流企业面临的一大难题。所以,如何开展农产品物流企业关于服务质量评价,提高农产品物流企业的服务质量等相关研究成为众多学者研究的热点问题。在此背景下,本次研究以农产品物流和服务质量等相关理论为研究基础,以进行农产品物流企业服务质量评价和提高农产品物流企业的服务质量为研究目的,对农产品物流企业服务质量评价指标体系的构建以及评价模型的选择和农产品物流企业服务质量的评价等问题展开相关研究。首先,本文在查阅大量文献的基础上,对当前关于农产品物流企业服务质量评价的国内外研究现状进行文献综述,并对相关理论展开具体的研究分析,其中具体包括农产品物流理论和服务质量理论。其次,在进行理论分析的基础上,根据SERVQUAL量表和LSQ量表,并结合农产品的业务流程找出农产品物流服务质量的影响因素,进而选取农产品物流评价指标和设计农产品物流服务质量评价指标体系。该评价指标体系共包含4个一级指标和17个二级指标。随后,根据研究的目的,结合相关参考文献,本文使用结合层次分析法和模糊综合评价法在内的两种评价方法构建评价模型。最后,为了验证评价模型的有效性,本文选取H公司作为实证分析对象,结合调查问卷获取相关评价数据完成服务质量的评价过程,并根据评价结果找出该公司在客户服务过程中存在的问题,提出合适的策略建议,帮助其解决相关问题,进而提升该公司的服务质量。本论文的研究成果主要包含一下几个方面,首先是构建了一个科学合理的农产物流企业评价指标体系,为后续的相关研究提供研究思路;其次,本文不仅仅是在理论上提出结合层次分析法和模综合评价法构建的评价模型,更是选择相关公司验证了评价模型的实际可行性;最后本文针对H物流公司的经营现状,提出的相关策略建议,可以有效的促进H物流公司改善客户服务中存在的问题,提高客户服务质量,具有一定的可行性。
[Abstract]:In recent years, the domestic economy has been rapidly upgraded and developed, people's income level has been continuously raised, and material life has also been greatly improved. Logistics, especially the logistics of agricultural products, is a completely new production activity. It changed the way most people lived, and more and more people began to rely on it. Meanwhile, with the increasing demand for agricultural products, the production of agricultural products and the circulation of agricultural products increased. The original service capacity of agricultural products logistics can no longer meet the needs of people, and the demand for agricultural products logistics also increases with the increase of demand for agricultural products. Therefore, how to meet the increasing demand of customers for agricultural products logistics, Improving customer service quality has become a major problem facing agricultural products logistics enterprises. Therefore, how to carry out evaluation on service quality of agricultural products logistics enterprises, The research on improving the service quality of agricultural product logistics enterprises has become a hot topic for many scholars. In this context, the research is based on the related theories of agricultural product logistics and service quality. The purpose of this study is to evaluate the service quality of agricultural products logistics enterprises and to improve the service quality of agricultural products logistics enterprises. This paper studies the establishment of service quality evaluation index system of agricultural products logistics enterprises, the selection of evaluation model and the evaluation of service quality of agricultural products logistics enterprises. This paper summarizes the current research status of service quality evaluation of agricultural products logistics enterprises at home and abroad, and carries out specific research and analysis on relevant theories, including agricultural product logistics theory and service quality theory. Secondly, On the basis of theoretical analysis, according to SERVQUAL scale and LSQ scale, and combined with the business process of agricultural products to find out the factors affecting the service quality of agricultural products logistics, Then select the evaluation index of agricultural product logistics and design the evaluation index system of agricultural product logistics service quality. The evaluation index system consists of 4 first class indexes and 17 second class indexes. Then, according to the purpose of the research, combined with relevant references, the evaluation index system includes four primary indexes and 17 secondary indexes. In order to verify the effectiveness of the evaluation model, this paper selects H Company as the empirical analysis object, and uses two evaluation methods, including AHP and fuzzy comprehensive evaluation method, to construct the evaluation model, and finally, in order to verify the effectiveness of the evaluation model, we choose H Company as the empirical analysis object. According to the evaluation results, the problems existing in the process of customer service are found out, and the appropriate strategies are put forward to help them solve the related problems. Then improve the service quality of the company. The research results of this paper mainly include the following aspects: firstly, it constructs a scientific and reasonable evaluation index system of agricultural logistics enterprises to provide research ideas for the follow-up research; secondly, This paper not only puts forward the evaluation model based on analytic hierarchy process (AHP) and modular comprehensive evaluation in theory, but also verifies the practical feasibility of the evaluation model by selecting relevant companies. Finally, this paper aims at the management status of H logistics company. The related strategies and suggestions can effectively promote H logistics company to improve customer service problems and improve customer service quality, which is feasible.
【学位授予单位】：福建农林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F326.6

【参考文献】