【摘要】 果品物流是现代物流的一个重要组成部分,但是现有果品物流行业的服务质量却不容乐观。文中在回顾相关研究的基础上,从客户视角出发,利用深度访谈技术和专家意见法,形成果品物流服务质量测评模型的初始要素。在问卷中采用李克特7级量表测量物流服务质量,并选择水果行业进行实证分析。利用调查数据检验物流服务测评模型的信度和效度,修正并形成了4维度的物流服务质量测量量表,包括人员沟通质量、仓库环境质量、时间质量、货品完好质量维度。更多还原

【Abstract】 Fruit logistics is an important composition of modern logistics,but logistics service quality of fruit logistics industry is disappointed.Based on the review of related literatures both at home and abroad,this paper presents the issue from the customer,and explores initially the factors of logistics ser- vice quality in China through depth interviews and Delphi method.All items use a standard 7-point Lik- ert-type scale to measure logistics service quality in the questionnaires,and selected the clothing indus- try to complete the empirical research.This paper tests the reliability and validity of the logistics service quality evaluation model by using the investigation data,and confirms seven logistics service quality di- mensions with Chinese characteristics,including personal contact quality,warehouse environment quali- ty,timeliness quality and order condition quality.Statistical analyses of the investigation were conducted to test the reliability and validity of the logistics service quality evaluation model.更多还原