安徽农业科学2013，Vol.41Issue(1)：454-458,470,6.
网络购物物流服务质量评价指标体系的构建(一)以小型B2C和C2C为例
The Construction of Evaluation Index System of Logistics Service Quality in Online Shopping with Small B2C and C2C as Example
摘要
Abstract
The status of small B2C and C2C online shopping logistics service quality management was introduced, and the research results of both domestic and foreign scholars on the quality of logistics services were summarized. Then it combines with the practice of small B2C and C2C online shopping, adopting the method of process analysis to identify its customer touch points of contact in logistics services. After that, a questionnaire was designed according to the analyzed customer touch points of contact, sent it to the small sellers in the online shopping who have the experiences of both sending out the goods and picking up the goods. Recycling and sorting the data collected were made carefully. After the verification of reliability and validity of the questionnaire, the means and variances of these customer contact points were analyzed by using SPSS statistical software. Six representative influencing factors were concluded, including deliver goods service level, accepting order service level, accurate fulfilling order ability, timeliness, information service ability and price, so as to provide reference for the evaluation of online shopping logistics service quality.关键词
网络购物/物流服务质量/流程分析/因子分析Key words
Online shopping/ Logistics service quality/ Flow analysis/ Factor analysis分类
农业科技引用本文复制引用
张耀荔,谢广营,陈静..网络购物物流服务质量评价指标体系的构建(一)以小型B2C和C2C为例[J].安徽农业科学,2013,41(1):454-458,470,6.
