| 基于顾客满意的第三方物流行业服务质量模型的建立及应用 |
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| 引用本文： | 金燕.基于顾客满意的第三方物流行业服务质量模型的建立及应用[J].长沙大学学报,2014(5):105-107. |
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| 作者姓名： | 金燕 |
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| 作者单位： | 连云港广播电视大学人文经贸系,江苏 连云港,222006 |
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| 基金项目： | 2013年江苏省现代物流协会重点课题“基于结构方程的第三方物流行业顾客满意测评模型的构建”(批准号JSXD2013003)． |
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| 摘 要： | 首先对顾客满意的涵义及服务、服务质量的相关理论进行了阐述,并且对服务质量差距模型进行了分析.然后,结合上述理论的分析,初步构建了基于顾客满意的第三方物流行业服务质量模型.最后以该模型为依据,指出了第三方物流企业需要缩短的差距,为提高第三方物流企业的顾客满意提供了相应的建议.
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| 关 键 词： | 顾客满意 服务质量 服务质量模型 第三方物流 |
Establishment of the Third-party Logistics Service Quality Model Based on Customer Satisfaction |
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| JIN Yan.Establishment of the Third-party Logistics Service Quality Model Based on Customer Satisfaction[J].Journal of Changsha University,2014(5):105-107. |
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| Authors: | JIN Yan |
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| Institution: | JIN Yan ( Department of Humanity, Economics and Trade, Lianyungang Radio and Television University, Lianyungang Jiangsu 222006, China) |
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| Abstract: | The paper first expounds the related theory of customer satisfaction and quality of service,and the service quality gap model isanalyzed,andthen,combinedwiththeanalysisoftheabovetheory, thepaperinitiallyconstructsthemodelofservicequalityof third party logistics industry based on customer satisfaction.finally,on the basis of this model,the third party logistics enterprises need to shorten the gap,provides corresponding suggestions to improve the third party logistics enterprise customer satisfaction. |
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| Keywords: | customer satisfaction service quality service quality model third party logistics |
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