物流企业服务质量评价模型研究

论文编号:WL023  字数：10847，页数：22

摘要
 
 物流服务是依照货主的委托而进行的以克服货物在空间和时间上的间隔为主要内容的物流业务活动。伴随着现代信息技术的日益完善和国际服务贸易自由化步伐的日益加快，我国的物流服务业面临前所未有的机遇和挑战。一方面，信息技术的发展不仅为物流服务提供先进的手段，由它带来的经济领域的变革也推动了人们对物流服务业的重视，使物流服务有了巨大的市场空间。另一方面，国内物流商的业务活动还不能很好地满足客户的需求，工商企业对现有物流企业的物流运作现状，特别是物流满足能力、运作的经济性以及作业质量等评价不高。本文首先介绍一下选题背景及国内外研究现状;接着是描述我国物理企业服务质量的现状；然后在分析物流企业服务质量评价体系构成要素的基础上建立了物流企业服务质量评价体系，并对评价体系进行了综合评价。最后对物流企业服务质量评价体系进行了例证分析。

关键词:物流企业；服务质量；评价体系
Abstract

 Logistics services are commissioned in accordance with the owner carried out in order to overcome the goods in space and time intervals as the main content of logistics operations. With modern information technology, the growing liberalization of international trade in services to improve and increasingly accelerated pace of China's logistics industry faces unprecedented opportunities and challenges. On the one hand, development of information technology to provide advanced logistics services not only the means, which it has brought about changes in the economic field also contributed to people's attention to the logistics industry, so that logistics services has been a huge market space. On the other hand, the domestic logistics activities of the business can not be well positioned to meet customer demand, businesses on the existing status of the logistics enterprise's logistics operations, particularly in logistics to meet capacity, operation, economics, and operations quality rating is not high. This article will first introduce the background and international research topics of the status quo; followed by a description of the quality of my physical status of business services; and then the analysis of the logistics enterprise service quality evaluation system based on the elements of the logistics enterprise service quality evaluation system, and evaluation of conducted a comprehensive evaluation system. Finally, service quality evaluation system for logistics companies were examples of analysis of .
 Key words: logistics enterprises；service quality；evaluation system
 
 
目     录
第1章 绪论 1
 1.1 论文背景与意义 1
 1.2 论文的研究内容与思路 1
第2章 概述 3
 2.1 物流企业服务评价概述 3
 2.2物流企业服务质量体系 4
 2.2.1物流企业服务质量体系模型的建立 4
第3章 物流企业服务评价运作模式评价指标体系的构建 7
 3.1物流企业服务质量评价指标的选取 7
 3.2物流企业服务质量评价体系的确定 8
 3.3物流企业服务质量评价指标权重的确定 9
 3.4物流企业服务质量评价方法 11
第4章 物流企业服务评价模型的构建与应用 13
 4.1顾客满意理论模型 13
 4.2测评指标体系的建立 13
 4.3综合评价方法概述 15
第5章 结论 17
 5.1论文主要研究成果 17
 5.2 论文不足之处 17
参考文献 19