|本期目录/Table of Contents|

[1]李武选,樊根耀,王丽萍.网购物流运输服务质量的感知形象评价实证分析[J].长安大学学报(社科版),2014,16(03):38-41.
　LI Wu-xuan,FAN Gen-yao,WANG Li-ping.Empirical analysis to customer perceived image on logistics distribution service quality of online shopping[J].Journal of Chang＇an University(Social Science Edition),2014,16(03):38-41.
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《长安大学学报（社科版）》[ISSN:1671-6248/CN:61-1391/C]

卷:
第16卷
期数:
2014年03期
页码:
38-41
栏目:
交通运输
出版日期:
2014-10-08

文章信息/Info

Title:
Empirical analysis to customer perceived image on logistics distribution service quality of online shopping
文章编号:
1671-6248(2014)03-0038-04
作者:
李武选; 樊根耀; 王丽萍
长安大学经济与管理学院
Author(s):
LI Wu-xuan;  FAN Gen-yao;  WANG Li-ping
School of Economics and Management, Chang‘an University, Xi’an 710064, Shaanxi, China
关键词:
网购; 物流运输; 服务质量; 客户感知
Keywords:
online shapping;  logistics distribution;  service quality;  customer perception
分类号:
F713.1；C811
DOI:
-
文献标志码:
A
摘要:
针对网购物流运输环节中服务质量问题，在对感知形象整体满意度等级要求相对苛刻的条件下，采用灰色关联系数法对所调查的客户对本地网购物流运输环节的相关服务质量进行总体评价和具体分析。分析认为：客户对网购物流运输环节服务质量的感知形象总体评价结论为差；服务质量管理中存在的问题突出地表现为信息、票据、收款方式、配送人员的专业化程度、服务态度、沟通能力及按需送达的要求不能满足。分析结果表明：物流运输经营者要全方位思考；采取现代物流服务的动态管理方式，抓住重点，解决疑难，实现一切满足于客户需求的长远目标。
Abstract:
Logistics distribution takes a key role in ecommerce. It’s service quality influence the consumer’s online shopping behavior directly. Based on the questionnaire survey and the grey correlation analysis, this paper researches the logistics distribution service of online books shopping. The finding is that the perceived image overall evaluation to the logistics distribution of the online book shopping which include the information, bill delivery, receipt, and the characteristics related to the distribution personnel is poor. Finally, some suggestions which aim to improve the logistics distribution service quality of online shopping are raised.

参考文献/References:

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相似文献/References:

[1]赵晓妮.网购存在的问题及其对策[J].长安大学学报(社科版),2011,13(03):49.
　ZHAO Xiao-ni.Problems about online shopping and strategies[J].Journal of Chang＇an University(Social Science Edition),2011,13(03):49.
[2]秦岩,马天山,吴群琪.航空快递业特性分析及其在中国发展的设想[J].长安大学学报(社科版),2005,7(03):26.
　QINYan,MA Tian-shan,WU Qun-qi.Characteristic analysis of air express service and some suggestions for its further development in China[J].Journal of Chang＇an University(Social Science Edition),2005,7(03):26.

备注/Memo

备注/Memo:
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更新日期/Last Update: 2014-10-08