第三方物流服务质量对外包合作关系的影响研究

【作者】 郑禄元；

【导师】 刘南；

【作者基本信息】 浙江大学 ， 管理科学与工程， 2007， 硕士

【摘要】 自从20世纪90年代以来，越来越多的企业为了降低成本，提升核心竞争力，纷纷实施物流外包战略，使中国的物流行业迎来了一个快速发展时期。然而，相关数据显示，国内物流企业的服务质量不容乐观：能够提供较为全面服务的物流企业并不多，客户对第三方物流公司的满意度较低。此外，由于外包企业过于依赖价格来选择物流服务供应商，导致了物流外包合作关系往往停留在较为初级的层次，无法实现协同双赢的战略目标。目前关于第三方物流服务质量和外包合作关系的文章不少，但绝大多数是从单个角度研究两者，具体研究两者关系的文章并不多。基于此种情形，本文力求对我国第三方物流服务质量和外包合作关系以及两者的关系做系统深入的研究。本文在总结服务质量、关系质量和外包合作关系相关理论成果的基础上，结合我国第三方物流行业的特点，建立起第三方物流服务质量和外包合作关系的测评体系，并构建了第三方物流服务质量对外包合作关系的影响模型，以更好的研究两者的关系。为验证模型的有效性，本文在采取了探索性因子分析对前测样本进行分析基础上，对问卷进行了修改和完善，并采取结构方程(SEM)建模等方法对收集的正式调查问卷进行了实证分析。总之，本文主要研究三个方面的问题：第三方物流服务质量各个维度(交互质量、运营质量、成本质量)之间的影响关系；物流外包合作关系各个维度(客户价值实现、3PL价值实现、关系亲密度)之间的影响关系；服务质量三因素与外包合作关系各个维度之间的关系。而最后一个问题是本文研究的重点。最后，论文对研究结论进行了总结，并提出了管理实践和未来研究方向的建议。更多还原

【Abstract】 Since 1990s, more and more enterprises outsource the logistics to reduce the cost and improve core competence, which bring the prosperity of 3PL industry in china. However, some data shows that the service quality of 3PL is not good enough, there are a few companies can provide systematic service, and the satisfaction of the customer is very low, besides, many enterprises choose 3PL service provider mainly depend on the price, which result that partnership stays in a primary stage and can’t achieve the strategic goal.Although there are many papers on the logistics service quality, they mainly research on single part, Studies on the relation between the service quality and the partnerships of outsourcing are scarce. Therefore, this study tries to research the service quality, partnership and the relationship between them in China’s 3PL industry systematically.On the foundation of the service quality and partnership theories by former researchers, taking present situation of China’s 3PL industry into consideration, this paper constructs service quality and the partnership evaluation system and develops LSQ-PP model to examine the relation between the service quality and partnership. In order to confirm the validity of the model, this paper applies the exploratory factor analysis (EFA) to analysis test sample to perfect questionnaire, and then use the Structural Equation Model (SEM) to analysis the full sample of collected questionnaire. In general, this study explores the relationships among dimensions of service quality (Interactive, operational, and cost quality) and partnership (Customer value, 3PL value, intimacy) both qualitatively and quantitatively.Finally, the thesis summarizes the conclusion and offers suggestions for practice and future research.更多还原