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论文编号：	2248
作者编号：	2004021
上传时间：	2010/5/26 16:49:33
中文题目：	基于顾客导向的第三方物流企业服务质量分析与对策研究
英文题目：	Third-Party Logistics Logistics Service Quality Service Quality measurement Customer Orientation
指导老师：	张永强
中文关键字：	第三方物流 物流服务质量 服务质量评估 顾客导向
英文关键字：	Third-Party Logistics Logistics Service Quality Service Quality measurement Customer Orientation
中文摘要：	竞争环境的变化使物流外包成为发展趋势。第三方物流服务在发达国家使用比例很高，年增长率在20%-50%之间。第三方物流在全球得到了广泛关注，许多学者对第三方物流进行了富有成果的研究，使第三方物流正在逐步走向成熟。在我国，第三方物流存在极大的发展空间，但我国第三方物流企业发展还不成熟，发展层次较低，市场需求和服务质量提高之间形成了一对矛盾。我国第三方物流企业要实现持续发展和成长，在竞争中立于不败之地，必须全面提升物流服务质量。 目前，结合服务质量评价对第三方物流企业进行服务质量分析研究还不多见，第三方物流服务质量的研究和评估尚未有公认的标准和结论。基于对服务质量相关理论的概括和第三方物流服务理论分析，论文逐步展开对第三方物流企业服务质量的分析和对策研究。 本文以第三方物流企业服务质量影响因素为主要研究对象。论文首先对服务、服务质量影响要素、评价方法，以及国内外物流服务质量相关研究等内容进行全面梳理和分析，并初步构建了本研究的理论基础。在此基础上，对第三方物流在中国的发展及市场格局进行了分析，并概括出我国第三方物流服务质量整体状况，提出对该行业服务质量进行研究的重要性和紧迫性。接着论文提出了第三方物流企业的服务内容，并运用质量差距模型对第三方物流企业服务质量存在差距的原因进行了分析。进而从顾客的角度出发，对影响第三方物流企业服务质量的各类因素进行归纳和分析，建立了基于顾客导向的第三方物流企业服务质量评估模型，并通过案例进行论证。最后根据模型归纳出了各类影响因素，提出提高第三方物流企业服务质量的相应对策和建议。 全文本着务实求新的原则，以理论联系实际的研究方法对第三方物流企业服务质量的相关内容进行了较为深入的研究，论文的创新之处主要表现在，利用相关理论，从顾客的角度出发，提出了第三方物流企业服务质量评估模型，该模型的实际应用对物流企业提高服务水平、获得竞争优势具有一定的指导意义。
英文摘要：	With the changes of competitive conditions, logistics outsourcing has become a trend. The application of Third-party logistics is very wide in developed countries, and annual growth rate is between 20%-50%. Third-party logistics has getting extensive concern in the world. Many scholars carried on many research results on the operations and management of Third-party logistics, which makes Third-party logistics head for the maturity gradually. In China, Third-party logistics has tremendous development space, but the Third-party logistics enterprises are not mature, developing level is very low. The market need and the exaltation of service level has been in a contrary situation, In order to achieve continuous development and growth and win in the furious competition, and in order to enhance the developing level of 3PL in China, logistics service quality research is very necessary. Currently, research on the service quality in Third-party logistics industry is very little, and research on the logistics service quality does not have the generally accepted conclusion. Based on the generalization of service quality theory and analysis of Third-party logistics theory, the dissertation focuses on the service quality of Third-party logistics. This dissertation is concerned with the influential factor of Third-party logistics service quality. In the view of a series of analysis, the dissertation generalizes the concept of logistics service quality on the basis of the research conclusion of many scholars and the developing conditions of Third-party logistics industry, then the dissertation analyses Third-party logistics service quality gaps and bring forward the reason. The last and also the important, the dissertation concludes and analyses all kinds of factors and puts forward a pyramid model of the logistics service quality evaluation based on customers. At the same time, the dissertation demonstrates it by the case and brings forward some suggestions to increase Third-party logistics service level. The author deeply study the logistics service quality based the generalization of correlative theories and demonstration, and the pyramid model of the logistics service logistics in the dissertation will be benefit the Third-party logistics enterprises to some extent. Based on segment-customized process, the dissertation brings forward the Third-party logistics service quality measurement model. The practical application of model has guiding significance to increase the enterprise service levels, and the enterprises can obtain more competitive advantage.
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