摘要
以校园末端配送创新模式的服务质量为研究对象,运用主成分分析和SPSS统计分析等方法,根据277份调研数据,研究了高校末端配送创新模式服务质量的影响因素,提取出成本收费质量、服务时间质量、包裹交付质量、人员沟通质量、配送便利质量5个维度,实证研究发现这5个维度呈显著正相关关系。基于前期分析,提出完善末端配送收费标准、建立末端配送服务质量测量体系、建立包裹交付任务奖惩机制、对快递工作人员定期培训、注重配送服务创新等改进建议。
Taking the service quality of the innovative modes of on-campus express delivery endpoint distribution as the research object,using principal component analysis and SPSS statistical analysis,and based on 277 samples of research data,we studied the relevant influencing factors,extracted five dimensions of service quality,including cost charging quality,service time quality,package delivery quality,personnel communication quality,and distribution convenience quality,and through an empirical research,found that these five dimensions were significantly positively correlated.Based on the foregoing analysis,we proposed a series of suggestions for improvement, such as enhancing the endpoint distribution charging standard,establishing the endpoint distribution service quality measurement system, instituting a reward and punishment mechanism for the parcel delivery task,providing regular training for the couriers,and focusing on the innovation of the distribution services,etc.
作者
汪利虹
张硕伦
余文思
李晴雯
朱琴
Wang Lihong;Zhang Shuolun;Yu Wensi;Li Qingwen;Zhu Qin(School of Business Administration,Hubei University of Economics,Wuhan 430205,China)
出处
《物流技术》
2019年第1期19-25,共7页
Logistics Technology
基金
湖北省高等学校省级教学研究项目(2016373)
湖北物流发展研究中心资助项目(2013A11)
湖北经济学院大学生科研项目"高校末端配送服务质量及其优化研究-以湖北经济学院为例"
关键词
高校快递
末端配送
服务质量
创新模式
university express delivery
endpoint distribution
service quality
innovation mode
