【作者】 张超鹤；

【导师】 张立杰；

【作者基本信息】 西安科技大学 ， 管理科学与工程， 2011， 硕士

【摘要】 随着全球一体化进程的加剧和市场分工的不断细化,第三方物流作为一种先进的企业经营模式,对于其它企业的经营和发展有着十分强大的推动力,而服务质量则是物流企业的核心竞争力。我国物流行业尚处于发展阶段,尤其是北方地区的物流企业还存在诸如服务质量差、企业规模小等问题制约着企业的发展。因此,如何提高物流企业服务质量,推动我国物流行业发展成为了众多学者研究的重要课题之一。本文论述了服务的特点、服务质量的特性、服务质量的感知性、顾客感知服务质量理论、现代物流的特征、第三方物流以及物流运作的相关理论,探讨了第三方物流企业发展的条件。对国内外物流业的发展现状进行了分析,指出了我国物流企业存在的问题,并在此基础上,从顾客感知服务质量与物流企业运作两个方面对物流企业服务质量的影响因素进行了分析,参考Spiros Gounaris的NDSERV量表提出从硬过程质量、软过程质量、潜在质量、结果质量等四个方面四十个指标对第三方物流企业质量进行评价。在建立物流企业服务质量评价模型的基础上以陕西四方物流公司为例进行了案例研究。根据B2B环境下的物流企业实际,将层次分析法应用于物流企业服务质量的评价,最后根据评价的结果,吸收企业实际工作中对服务质量评价和改进的经验,从而寻找企业在实际物流服务中存在的不足,并以此提出有利于企业进一步提高物流服务质量的合理化建议。本论文的研究成果有助于我国第三方物流企业从内外两个方面需找物流服务中的不足,发现顾客不满意企业服务的根本原因,对企业服务质量的改善有一定的借鉴价值。更多还原

【Abstract】 Along with the aggravation of the world integration process and the unceasing refinement of the market division, the third party logistics, which is an advanced enterprise business model, has the very formidable propelling force to the management and development of other enterprises. It is, however, the quality of service that is core competitiveness of the logistics enterprise. The development of logistics profession in our country was still at undeveloped phase, especially the northern area where still has the problem restrict the development of TPL enterprise, such as lower service quality, smaller scale of the enterprise and so on. Therefore, it has become one of most important topics which the numerous scholars are studying. That is how to improve the service quality of TPL enterprise, and how to impel the development of TPL in our country.This article has elaborated the service characteristic, the grade of service characteristic, the grade of service sensation, the theory of the customer sensation service, the characteristic of the modern logistics, the third party logistics as well as correlation theories of the logistics operation. It has also discussed development condition of the third party logistics enterprise and analyzed to the logistics development of the domestic and foreign present situation. This paper also analyzes influencing factors of service quality in the logistics enterprise both in the customer sensation service quality and the logistics enterprise operation quality. That is based on the problem existed in the our logistics enterprises which has been pointed before. Refers to Spiros Gounaris the NDSERV meter, it carries on the appraisal to the third party logistics enterprise quality in the hard process quality, the soft process quality, the latent quality, the result quality and so on totally four aspect 40 targets.This paper has established the service quality evaluation model of logistics enterprise, which takes Shanxi Sifang logistics company as an example. According to the actuality of the company, it appraises the service quality of the logistics company through Analytic Hierarchy Process. Finally according to the appraisal result and experience in appraisal and improvement, it seeks for the insufficiency which exists in the actual logistics service quality, as well as the rationalization proposal that could further improve the enterprise logistics service quality. The results of this paper will be helpful to third party logistics enterprise to look for the insufficiency of company both in the inside and outside and the basic reason why the customs are not satisfied with the service of the company. It also has certainly use for reference to the improvement of enterprise service quality.更多还原