【摘要】 针对网购物流运输环节中服务质量问题,在对感知形象整体满意度等级要求相对苛刻的条件下,采用灰色关联系数法对所调查的客户对本地网购物流运输环节的相关服务质量进行总体评价和具体分析。分析认为:客户对网购物流运输环节服务质量的感知形象总体评价结论为差;服务质量管理中存在的问题突出地表现为信息、票据、收款方式、配送人员的专业化程度、服务态度、沟通能力及按需送达的要求不能满足。分析结果表明:物流运输经营者要全方位思考;采取现代物流服务的动态管理方式,抓住重点,解决疑难,实现一切满足于客户需求的长远目标。更多还原

【Abstract】 Logistics distribution takes a key role in e-commerce.It’s service quality influence the consumer’s online shopping behavior directly.Based on the questionnaire survey and the grey correlation analysis,this paper researches the logistics distribution service of online books shopping.The finding is that the perceived image overall evaluation to the logistics distribution of the online book shopping which include the information,bill delivery,receipt,and the characteristics related to the distribution personnel is poor.Finally,some suggestions which aim to improve the logistics distribution service quality of online shopping are raised.更多还原