【作者】 雷鸣；

【导师】 祝锡永；

【作者基本信息】 浙江理工大学 ， 物流工程（专业学位）， 2013， 硕士

【摘要】 近年来，随着我国物流业的快速发展和市场分工的不断细化，第三方物流已成为一种重要的企业物流经营模式，对许多行业有着强大的支撑和推动作用，第三方物流企业也因此成为物流业的主力军和行业代表。同时物流服务呈现出多样化、专业化的趋势，让很多第三方物流企业已开始意识到个性化物流服务的重要性。第三方物流企业的个性化服务可以根据客户的各种需求结合物流企业自身的资源特点而提供的特色服务、灵活服务、细节服务和特殊服务等，越来越多的第三方物流企业发现只有提高个性化服务的质量才能赢得更大的市场空间。总体来说，目前我国第三方物流企业的个性化服务处于发展初期，存在个性化服务项目少、服务质量差、服务质量评价不完整等问题，这些问题阻碍了物流个性化服务质量的提高。因此，如何提高第三方物流企业的个性化服务质量，如何评价个性化服务质量问题已成为众多学者研宄的重要课题之一，具有重要的现实意义。本文通过对文献研宄和问卷调查分析，确定影响个性化物流服务质量的指标因素，构建影响第三方物流企业个性化服务质量评价模型，并利用DEMATEL方法进行实证分析，利用分析的结果对个性化服务质量进行评价。本文研宄的主要内容包括：1.通过对国内外关于服务质量、物流服务质量、第三方物流企业个性化服务等的研宄综述，对国内外关于物流服务质量评价的维度进行分析，指出这一问题研宄受行业差异、区域差异、经济发展水平差异等的影响，目前尚未形成一个系统完整的物流服务质量评价体系。2.阐述第三方物流企业个性化服务的内容，并在第三方物流服务的基础上，提出第三方物流个性化需求的概念。3.通过对文献中关于物流服务质量评价维度的分析研宄，结合问卷调查，从影响第三方物流企业个性化服务质量因素的角度出发，选择25个影响因素指标，并以此构建第三方物流企业个性化服务质量影响因素结构模型。4.利用DEMATEL方法对第三方物流企业个性化服务质量进行评价，并在此基础上进行实证分析，最后利用评价的结果提出提高个性化服务质量的对策建议。更多还原

【Abstract】 In recent years, along with the fast development of our logistics industry andcontinuous reifnement of the market division, third-party logistics has become animportant enterprise logistics business model and played powerful roles in supportingand promoting other industries, thus it becomes the main force and representative ofthis industry. Meanwhile, logistics services show a trend towards diversiifcation andspecialization, which makes many third-party logistics enetrprises realize theimportance of personalized logistics services.The personalized services in third-party logistics enetrprises can provide specialservices, flexible services, detailed services and special services according to variousneeds of customers, combined with the characteristics of their own resources. Agrowing number of enetrprises ifnd that only by improving the personalized servicequality will they win bigger markets. Generally speaking, personalized services ofthird-party logistics enterprises in China are in their early stage of development, andstill have problems in result of less personalized service project, poor quality ofservice, incomplete service quality evaluation, etc, which hinder the improvement oflogistics personalized service quality. Therefore，how to improve the quality of serviceand to evaluate the quality has become an important issue for many scholars, whichhas important practical signiifcance.Through the research of other scholars and survey analysis, the paper ifrstdetermines the index factors that may impact on personalized logistics service quality,and then builds an evaluation model，next uses DEMATEL to take empirical analysis,ifnally, presents the quality of personalized service according to the results of theanalysis. The main contents of this paper include:1. By the review of the quality of service at home and abroad, logistics servicequality and third-party logistics enterprises personalized service, and analysis of theevaluation dimensions of the logistics service quality domestic and international,making conclusion that the research is influenced by industry differences，regional differences and levels of economic development differences，and a complete andsystematic logistics service quality evaluation system has not yet formed at present.2.Illustrate in details the contents of third-party logistics enterprises personalizedservice and put forward the concept of third-party logistics individual needs based onthe third-party logistics service.3.Through analysis of logistics service quality evaluation dimensions，combinedwith questionnaire survey, choose25influencing factors from the perspective offactors affecting the quality of third-party logistics enterprises personalized service,on which the evaluation model based.4.Use DEMATEL to evaluate the quality of third-party logistics enterprisespersonalized service, and take empirical analysis on the results. Finally, propose thesuggestions that improve the quality of personalized service.更多还原