中小电商企业物流服务质量综合评价与体系构建.docVIP

PAGE PAGE 44 中小电商企业物流服务质量综合评价与体系构建 ——以淘宝卖家为例 摘要：近几年来，随着电子商务的不断发展，网购的普及率也越来越高，2015年电商交易规模预计将会超百亿，然而相关调查报告显示，消费者对网购相关因素的满意度并不高，尤其是对电商物流服务的质量表现出了较低的满意度，因此提升我国电商现今的物流服务质量就显得越发重要。要提升中小电商企业的服务质量就需要对企业的物流服务质量进行综合评价，构建一个可操作的质量评价体系。评价体系的构建能在很大程度上为大部分电商企业提供借鉴，具有一定的理论和现实意义。所以本研究通过梳理国内外电商物流服务质量方面的相关文献，从我国电商整体物流服务发展现状出发，根据电商物流服务的特点对相关概念做了界定，说明了对中小型电商企业尤其是中国最大的C2C电商——淘宝网卖家的物流服务评价的重要性。其次通过对比现有的服务质量指标体系，以及电商物流服务与其他服务所表现出的特点与差异，初步建立了适用于中小型电商企业物流服务质量评价指标体系。最后在充分理解了相关理论的基础上，以该评价指标体系为基础，结合中小电商企业的特点，制定了一套针对卖家同时也是买家的物流服务满意度调查问卷，并采用对淘宝商家进行实地采访的方法，结合SPSS软件对问卷指标进行筛选分析，构建了最终的评价指标体系。 关键词：物流服务；中小电商企业；服务质量；满意度 Small and medium-sized electric business enterprise logistics service quality comprehensive evaluation and system building——For taobao sellers -?for example Abstract: With the continuous development of e-commerce,?in recent years, more and more people begin to online shopping, the electricity business deals in 2015 is expected to exceed billions, but related, according to the report of relevant factors on online consumer satisfaction is not high, especially for electric business logistics service quality showed a lower degree of satisfaction, thus improve the quality of logistics services of electricity in our country nowadays becomes increasingly important. To improve the quality of service of electricity, small and medium enterprises requires a comprehensive evaluation of logistics service quality of enterprise to build an operable quality evaluation system. The construction of evaluation system can largely serve as a reference for most of the electricity business enterprise, has certain theoretical and practical significance.So this study through carding domestic electric business logistics service quality aspects of the related literature, from electricity overall logistics service development present situation in our country, according to the characteristics of the electricity business logistics services do to relevant concepts defined, illustrates the small and medium-sized elec