城市和农村电子商务物流服务质量评价比较研究

Urban and Rural E-Commerce Logistics Service Quality Evaluation

摘要: 近几年，农村电商物流越来越热门，各大电商企业争相开拓农村市场，但农村地区电商物流服务有自身的特殊性，电商企业用于评价城市电商物流服务质量的一套指标体系，对于农村来说是不适用的，本文根据在国内外相关文献研究基础上结合农村电商物流的特点，构建针对农村地区的物流服务质量指标体系，并对城市电商物流服务质量指标体系和农村电商物流服务质量指标体系中的维度和指标分别进行比较和分析，对于电商及物流企业更好地在农村地区的发展，提高物流服务质量水平有重要的意义。

Abstract: In recent years, with rural e-commerce logistics becoming more and more popular, the main e- commerce enterprises begin to develop the rural market, but due to the particularity of rural e-commerce logistics service, the index system evaluating urban e-commerce logistics service quality is not suitable for rural areas. According to the related literatures at home and abroad, combined with the characteristics of rural e-commerce logistics, this paper built a logistics service quality index system for rural areas, and compared and analyzed the dimensions and indicators of e-commerce logistics service quality index system in urban and rural areas respectively. These have important significances for better developing e-commerce and logistics enterprises in rural areas, and improving the level of logistics service quality.