基于服务质量量表(SERVQUAL)的最后一公里配送服务质量影响因素研究

IF 1.6 Q3 MANAGEMENT

International Journal of Innovation and Technology Management Pub Date : 2023-01-01 DOI:10.18178/ijimt.2023.14.1.933

Zhu Yi

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引用次数: 0

摘要

进入21世纪，我国经济发展迅速，物流业也逐渐兴起。随着电子商务的发展和网上购物的普及，“最后一公里”问题作为物流服务链的末端分布，是一个与人息息相关的社会问题。它直接影响着物流的效率、物流的成本和物流服务的质量。最后一公里配送也存在很多问题，比如配送成本高、效率低、污染大，这些都会影响顾客对配送服务质量的评价。因此，有必要对影响配送服务质量的因素进行研究，从而为物流企业提供建议，提高配送服务质量。本文通过查阅相关文献，结合服务质量量表(SERVQAUL)框架，对最后一公里配送服务质量的影响因素进行总结和研究。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Research on the Influencing Factors of Last-Mile Delivery Service Quality Based on Service Quality Scale (SERVQUAL)

In the 21st century, my country's economy is developing rapidly, and the logistics industry is also gradually emerging. With the development of e-commerce and the popularization of online shopping, the ‘last mile’ problem, as the end distribution of the logistics service chain, is a social problem closely related to people. It directly affects the efficiency of logistics, the cost of logistics, and the quality of logistics services. There are also many problems in last-mile delivery, such as high delivery costs, low efficiency, and high pollution, which will affect customers' evaluation of the quality of delivery services. Therefore, it is necessary to study the factors that affect the quality of distribution services, so as to provide suggestions for logistics companies and improve the distribution services. This article summarizes and studies the influencing factors of the last-mile delivery service quality by reviewing relevant literature and combining with the Service Quality Scale (SERVQAUL) framework.

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来源期刊

International Journal of Innovation and Technology Management MANAGEMENT-

CiteScore

3.40

自引率

16.70%

发文量

期刊介绍： The main emphasis of the International Journal of Innovation and Technology Management (IJITM) is on the promotion and discussion of excellent research on technological innovation. As a platform for reporting, sharing, as well as exchanging ideas, IJITM encourages novel research findings, industry best practices, and reports on recent trends. In particular, the journal focuses on managerial issues and challenges (and ways to address them) motivated through the increasing pace of technological advancement globally. This international and interdisciplinary research dimension is emphasized in order to promote greater exchange between researchers of different disciplines as well as cultural and national backgrounds. This double-blind peer-reviewed journal encompasses all facets of the process of technological innovation from idea generation, conceptualization of new products and processes, R&D activities, and commercial application. Research on all firm sizes, from entrepreneurial ventures, small and medium sized enterprises (SMEs), as well as large organizations, is welcome.