电商企业物流服务质量评价研究——以京东生鲜为例.docxVIP

电商企业物流服务质量评价研究——以京东生鲜为例 摘 要 随着人民生活水平的提高，消费意识也随之改变，更加关注产品的物流服务质量。随着电子商务的快速发展，生鲜电商规模不断扩大。以京东生鲜为研究对象，本文运用SERVQUAL模型和LSQ模型，结合京东生鲜的顾客评论和生鲜电商物流特点，对其物流服务质量进行评价研究。评价维度和相关指标被确定，京东生鲜物流服务质量评价模型被构建。问卷数据被分析，信度和效度得到评估。因子分析法被应用，以确定各指标和各维度的权重和得分。通过找出京东生鲜存在的问题并提出改善措施，本文的研究结果对于提高生鲜电商企业的物流服务质量水平具有借鉴意义。同时，本文构建的京东生鲜物流服务质量评价体系，为其他生鲜电商企业提供了一个可供参考的模型。 关键词：京东生鲜，顾客满意度，物流服务质量，因子分析法  Abstract With the improvement of peoples living standards, consumption awareness has also changed, and more attention has been paid to the logistics service quality of products. With the rapid development of e-commerce, the development scale of fresh e-commerce is expanding day by day. Taking Jingdong fresh food as the research object, this thesis studies the logistics service quality evaluation based on customer satisfaction. Using SERVQUAL model and LSQ model, combined with Jingdong fresh foods customer comments and fresh e-commerce logistics characteristics, this thesis determines the evaluation dimensions and relevant indicators, and constructs Jingdong fresh food logistics service quality evaluation model. The reliability and validity of the questionnaire data are analyzed, and then the factor analysis method is used to determine the weight and score of the indicators and dimensions. According to the weight and score, the existing problems of Jingdong fresh food are found out, and the corresponding improvement countermeasures are put forward. In addition, the Jingdong fresh logistics service quality evaluation system constructed in this thesis has reference significance for improving the logistics service quality level of fresh e-commerceenterprises. Keywords: Jingdong fresh, Customer satisfaction, Logistics service quality, Factor analysis 目录 TOC \o 1-3 \h \u 摘 要 I Abstract II 第一章 绪论 1 1.1 研究背景与研究意义 1 1.1.1 研究背景 1 1.1.2 研究意义 2 1.2 国内外研究现状 3 1.2.1 国外研究现状 3 1.2.2 国内研究现状 3 1.3 研究方法与创新点 4 1.3.1 研究方法 4 1.3.2 创新点 4 第二章 理论基础及相关概述 5 2.1 服务质量相关概述 5 2.1.1 服务质量理论 5 2.