基于SQM模型的2C电子商务物流配送服务客户满意度评价研究167375117.docVIP

毕 业 论 文 题 目： 基于SQGM模型的电子商务物流 目 录 前 言…………………………………………………………………………1 一、B2C电子商务物流配送…………………………………………………2 （一）B2C电子商务物流配送概述 ……………………………………2 1.B2C电子商务物流概述……………………………………………2 2.B2C电子商务物流的特点…………………………………………2 （二）国内B2C物流配送发展现况 ……………………………………3 1.第三方物流企业配送………………………………………………3 2.B2C企业自营物流配送模式………………………………………3 3.外包与自营相结合的物流配送模式 ……………………………4 二、B2C企业物流配送服务客户满意度评价………………………………4 （一）客户满意度理论…………………………………………………4 （二）服务质量差距模型………………………………………………4 （三）B2C企业物流配送客户满意度服务质量差距模型的构建……5 1．基于服务质量差距模型的B2C物流配送客户满意度评价指标 体系的构建…………………………………………………………5 2．基于层次分析法的B2C企业物流配送服务客户满意度评价指 标权重的计算………………………………………………………7 （四）B2C企业物流配送客户满意度服务质量差距模型评价………9 三、B2C企业物流配送对策分析……………………………………………12 结 论…………………………………………………………………………13 参考文献………………………………………………………………………14 致谢……………………………………………………………………………15 附 录………………………………………………………………………16 基于SQGM模型的B2C电子商务物流客户满意度评价研究 【摘要因此本文以提高客户满意度为出发点，通过问卷不足进一步所处的内外部环境和经营特征及其物流配送模式的不同，结合评价结果 【关键词电子商 服务质量差距模型 客户满意度评价 Based on the SQGM model of B2C e-commerce logistics customer satisfaction evaluation research Major: Accounting Tutor : Xulei Wang 【Abstract】Todays society, B2C companies depends largely on the quality of customer satisfaction levels of its logistics and distribution services. Therefore, this paper in order to improve customer satisfaction as the starting point, the use of the service quality gap model and AHP to investigate the countrys four top-ranking enterprise B2C logistics and distribution services for customer satisfaction in order to evaluate the results indicate that several customers for B2C companies the basic service is acceptable. However, the level of each index between various enterprises and large differences still exist. Meanwhile the evaluation process found deficiencies logistics and distribution services, and further research on the basis of many scholars, according to e-commerce development situation under internal and external environment and operating characteristics of B2C logistics companies which,