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《山东大学学报(理学版)》 ›› 2019, Vol. 54 ›› Issue (3): 119-126.doi: 10.6040/j.issn.1671-9352.0.2018.280

• • 上一篇    

物流外包满意度提升路径——基于模糊集定性比较

张克勇1,吕美琳1,姚建明2,王昊3   

  1. 1.中北大学经济管理学院, 山西 太原 030051;2.中国人民大学商学院, 北京 100872;3.中国石油川庆钻探工程有限公司地质勘探开发研究院, 四川 成都 610000
  • 发布日期:2019-03-19
  • 作者简介:张克勇(1972— ),男,博士,教授,研究方向为供应链管理、物流选址与优化. E-mail:zhangkeyong@163.com
  • 基金资助:
    国家自然科学基金资助项目(71472183)

Study on the way to improve the satisfaction of logistics outsourcing——A fuzzy set qualitative comparative analysis of 102 cases

ZHANG Ke-yong1, LYU Mei-lin1, YAO Jian-ming2, WANG Hao3   

  1. 1. School of Economics and Management, North University of China, Taiyuan 030051, Shanxi, China;
    2. Business School, Renmin University of China, Beijing 100872, China;
    3. CCDC Geologlcal Exploration &
    Development Researchingstitute, Chengdu 610000, Sichuan, China
  • Published:2019-03-19

摘要: 构建物流外包“服务质量感知—满意度”的理论模型。以成都市高新西区和郫都区42家制造企业调研所得102份问卷为样本,采用偏最小二乘结构方程验证模型假设。以服务质量感知为解释框架,分析实现物流外包高满意度的构型,并发现各构型与满意度之间存在的非对称因果关系。研究发现物流企业专注于提升工作人员的专业性,并为客户提供一站式完整服务,是实现物流客户高满意度最重要的路径;对客户的服务做出快速反应是实现客户满意的核心条件,而提供可靠、准确、准时的服务是实现客户满意的共同的辅助条件。最后,对客户低满意度进行分析,针对物流企业如何实现客户高满意度和如何避开导致客户满意低的雷区,给出了具体建议。

关键词: 物流外包, 满意度, 模糊集定性比较分析, 构型

Abstract: The theoretical model of “service quality perception-satisfaction” of logistics outsourcing is constructed. Using 102 questionnaires from 42 manufacturing enterprises in Chengdu Hi-tech West District and Pidu District as samples, the model hypothesis is validated by partial least squares structural equation. Based on the perception of service quality, the structure of realizing high satisfaction of logistics outsourcing is analyzed; the asymmetric causal relationship between configuration and satisfaction is found. It is found that the most important way to achieve high customer satisfaction is to enhance the professionalism of staff and provide one-stop integrated service for customers in logistics enterprises, quick response to customer service is the core condition to achieve customer satisfaction, providing reliable, accurate and punctual service is an auxiliary condition to achieve customer satisfaction. The low customer satisfaction is analyzed and the specific suggestions on how to achieve high customer satisfaction and how to avoid minefields that lead to low customer satisfaction for logistics enterprises are given.

Key words: logistics outsourcing, satisfaction, fuzzy-set qualitative comparative analysis, configuration

中图分类号: 

  • F252
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