摘要
随着电子商务的迅速发展,物流服务质量问题也日益突出。基于SERVQUAL和IPA分析法,通过问卷调查数据,对广东民办高校的校园物流服务质量进行评价。从均值表现而言,校园物流服务质量各属性的重要性大于满意度,校园物流服务质量满意度有待提高。从象限分析来看,校园物流服务质量的有形性、专业性、可靠性、响应性、灵活性等各维度指标分散在保持区、优势区、改进区、弱势区四个不同象限内。立足于改进区,研究认为可从数字化技术革新校园物流服务模式、减少配送失误及服务补救、快递点设置更加人性化等方面进行策略调整。
With the rapid development of e-commerce,the problem of logistics service quality is becoming increasingly prominent.Based on the SERVQUAL and IPA analysis,the research evaluates the campus logistics service quality of the private colleges and universities in Guangdong province through questionnaire survey.In terms of the average performance,the importance of each attribute of the campus logistics service quality is greater than satisfaction,indicating that the satisfaction of campus logistics service quality needs to be improved.From the quadrant analysis,the indicators of tangibility,professionalism,reliability,responsiveness and flexibility of the campus logistics service quality scatter in four different quadrants:maintenance area,advantage area,improvement area and weakness area.Based on the improvement area,the research believes that it is necessary to adjust the strategy from the aspects of digitalizing the campus logistics service mode,reducing distribution errors and service remedies,and making the arrangement of the express points more humanized.
作者
吴军
赵慧玟
Wu Jun;Zhao Huiwen(School of Economics and Management,Guangdong Vocational College of Post and Telecom,Guangzhou 510630,China;School of Management,Guangzhou College of Commerce,Guangzhou 511363,China)
出处
《科技创业月刊》
2021年第10期85-88,共4页
Journal of Entrepreneurship in Science & Technology
基金
广东省特色重点学科“广州商学院电子商务”建设项目(TSZDXK201601)
广州商学院校级教学成果培育项(2019XJJXCGPY06)。
