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Lalonde, B.J. and Zinszer, P.H. (1976) Customer Serviee: Meaning and Measurement Chicago. National Council of Physical Distribution Management, 4, 59-64.


  • 标题: 农村电商物流服务质量指标体系的构建研究Research on the Construction of Rural Electricity Suppliers Logistics Service Quality Index System

    作者: 张林凤, 张德海

    关键字: 农村, 电子商务物流, 物流服务质量Rural Area, Electronic Commerce Logistics, Logistics Service Quality

    期刊名称: 《Management Science and Engineering》, Vol.5 No.1, 2016-03-18

    摘要: 对国内外农村电商、物流服务质量相关文献研究基础上,根据SERVQUAL量表、LSQ模型及农村电商物流服务的特点,初步构建5维度22问项农村电商物流服务质量的指标体系,其次,根据理论测度模型的维度和指标形成量表和问卷进行调研,采用相关性分析对模型的测度体系进行验证和筛选,剔除五个指标后的指标体系是合理的,最后,提出电商及物流企业需重点提高便利性和经济性的服务质量水平。Based on the literature about logistics service quality at home and abroad, according to the SERVQUAL scale, LSQ model and the characteristics of rural electricity logistics service, this paper firstly builds 5 dimensions and 22 multi-item rural electricity index system of logistics service quality; secondly, according to the theory of measure the dimension of the model and index to form scale and questionnaire research, the measurement system and filter of model is verified by using correlation analysis; the index system is reasonable by eliminating five indicators; finally, we put forward several proposals for electric business and logistics enterprises to improve the quality of the convenience and economical service level.