【摘要】 从技术质量和功能质量角度构建物流企业服务质量评价理论模型,确定可靠性、反应性、有形性、协作性和经济性五个维度,并设计出包含16个题项的量表,实证研究表明其有较好的信度和效度,是进行物流企业服务质量评价的有效工具。更多还原

【Abstract】 From the angle of technical quality and function quality,the paper constructed an evaluation theory model of logistics enterprise service quality,and determined five dimensions: reliability,reactiveness,tangibility,coordination and economy,it designed 16 problems of the five dimensions.The empirical research shows that the scale has good reliability and validity,it’s the effective tool to service quality evaluation.更多还原