物流管理-“最后一公里”物流配送服务质量评价研究--以广州天河菜鸟驿站为例论文.docxVIP

“最后一公里”物流配送服务质量评价研究-广州天河菜鸟驿站为例 【摘要】物流需求随着电子商务的急速发展也在迅速增长，物流成本的压缩日益得到企业和社会重视。数据显示，中国的社会物流成本占GDP的 15%， “最后一公里”物流成本占物流配送30%，“最后一公里”末端配送是整个物流运输中最成问题和成本消耗最高的，由此开启了构建平台整合资源的道路，菜鸟驿站由此产生。通过构建末端物流配送服务平台，以末端物流配送为目的，通过企业合作、网点加盟等运营方式得到快速发展。 “最后一公里”社会属性导致末端配送一直面临着诸多严峻的挑战，而作为末端配送的产物菜鸟驿站更是暴露诸多问题，造成消费者投诉不断。目前物流“最后一公里”配送服务还没有达到人们对其的服务质量要求，作为顾客对物流服务质量体验的关键环节其直接接触终端顾客，对顾客满意度起着重大的影响作用，目前针对“最后一公里”菜鸟驿站配送服务质量评价的学术研究较少，行业内未形成统一的质量评价标准，所以，从消费者角度出发，以“最后一公里”菜鸟驿站物流配送服务质量研究为对象进行合理评价，具有的重要研究意义。 本文基于顾客角度，对 “最后一公里”菜鸟驿站物流配送服务质量进行调研，分析“最后一公里”菜鸟驿站配送发展现状、现存问题等，为“最后一公里”配送物流企业改进其物流服务质量提供一定的参考，给菜鸟驿站的长远发展提供相关建议。 【关键词】“最后一公里”物流配送；菜鸟驿站；物流服务质量评价 Research on Quality Evaluation of Last Kilometer Logistics Delivery Service-Tianhe Caihe Station in Guangzhou as an Example [Abstract]With the rapid development of e-commerce, the demand for logistics has also grown rapidly. The reduction of logistics costs have be paid a lot of attention on enterprises and societ. The data shows that Chinas social logistics costs account for 15% of GDP, last mile logistics costs account for 30% of logistics distribution, and last mile end distribution is the most problematic and high consumption cost in the entire logistics transportation. The construction of the platform to integrate resources, Cainiao Station was born. By establishing the Terminal Logistics Distribution Service terrace, aiming at the terminal logistics distribution, the terminal logistics distribution has realized the rapid development through enterprise cooperation and franchise. ?The last mile social attribute has led to many serious challenges in terminal delivery, and as a product of terminal delivery, Cainiao Inn has exposed many problems and caused continuous complaints from consumers. At present, the logistics last mile delivery service has not yet met peoples requirements for its service quality. As a key part of the customers experience of logistics service quality, it directly contacts the end customer, which has a significant impact on customer sati