【作者】 张立；

【导师】 赵一飞； 许志峰；

【作者基本信息】 上海交通大学 ， 物流工程， 2008， 硕士

【摘要】 中国物流近年获得了很大的发展,现代物流作为一个新兴产业正日益受到广泛关注。但是由于各种条件的限制,物流质量成为我国物流业的发展的瓶颈。在第三方物流行业发展的过程中,不论是物流服务的需求方还是物流企业都认为物流服务质量是服务效果的集中反映,是物流企业的生命,是物流企业参与市场竞争的法宝,是企业树立品牌形象的基本条件之一。物流本身是一种服务活动,而配送是多种物流功能的整合,是直接面向客户的关键环节。所以科学的建立物流配送质量指标体系,对合理分析配送方面的问题,努力不断寻找适应企业本身的改善措施,进而不断使我国的物流水平与国际接轨具有很重要的意义。在物流企业实现质量管理,建立科学的质量指标体系,不断评估企业质量在行业中的地位,可以大大的提高企业在市场中的竞争力。本文以第三方物流在区域配送领域的质量作为研究主要对象。用”服务质量差距模型”帮助分析物流企业质量产生的各种原因,运用统计循环原则建立关键因素质量指标;并运用模糊综合法对客户的评议性结果进行量化处理。最后选择美宜佳连锁企业的配送服务功能进行实证研究。通过该研究,为如何判断评价区域配送的质量提供了一种简单实用的方法,也为相关企业提供改善目前物流服务质量一种便捷的解决思路。更多还原

【Abstract】 Chinese logistics has gained very big development in the late years, modern logistics has been being paid close attention to gradually in the new industry. But because of conditional various restricting, logistics quality becomes our country logistics trade development bottleneck. In process developing in third party logistics industry, logistics supplier and needier are both think that service quality is the main reflection and the life of logistics enterprise and the magic weapon of competition in the market. Logistics is thinked as one kind of a serves activity, however the distribution is functional integrating of diversified logistics and critical element to face customer directly. It is very important significance to build up logistics distribution quality index system which would help to analyze problem about distribution, search for good improve ways for enterprise itself, and make our country logistic level in line with the international circumstance. Practice proved that it can help enterprise greatly improve the enterprise competition in the marketplace to implement scientific quality management and built up quality index system and estimate enterprise quality in the industry unceasingly.In the thesis, we make the third party logistics distribution quality search as the main body. Using“service quality gap model”to help the logistics enterprise to analyze various cause, using the circulation statistics to build the key factor quality index, and using fuzzy comprehensive way to deal with customer evaluation based on feeling. At last, we choose a MYJ distribution to prove it.According to this article, it would help district distribution logistics enterprise to judge quality in a simply way and offer a set of improvement route.更多还原