摘要物流是B2C电子商务企业的核心竞争力，它关系着供应链速度、客户体验，在整个消费过程中，本文认为了解客户对配送服务满意度的关键因素，提高客户满意度，从而提升企业竞争力，对B2C企业的配送服务质量进行评价获得需要重点改进的服务指标非常必要。因此，本文以京东物流为例，对其物流服务质量进行评价并提出改进措施。本研究通过对物流服务质量相关理论以及B2C电子商务环境下物流服务质量相关理论的阐述和分析，立足于B2C电子商务物流特性，结合京东物流的实际情况，运用问卷调查等方法，根据分析结果给出了对于京东物流服务质量完善的改进建议。期望本文的研究论述能够为提升京东物流的服务质量有一定的借鉴作用。关键词：京东物流；服务质量；评价指标构建；改进措施ABSTRACTLogisticsisthecorecompetitivenessofB2Ce-commerceenterprises,itisrelatedtothespeedofsupplychainandcustomerexperience.Inthewholeprocessofconsumption,thispaperconsidersthatknowingthekeyfactorsofcustomersatisfactionwithdeliveryservice,improvingcustomersatisfactionandenhancingthecompetitivenessofenterprises,ItisnecessarytoevaluatetheservicequalityofB2Centerprisesandobtaintheserviceindexthatneedstobeimproved.Therefore,thispapertakesJingdongLogisticsasanexample,evaluatesitslogisticsservicequalityandproposesimprovementmeasures.BasedontheB2Ce-commercelogisticscharacteristicsandtheactualsituationoflogisticsinBeijing,usingthemethodofquestionnairesurveyandsoon,thisstudyfinallybuildsatheoryoflogisticsservicequalityandrelatedtheoryofB2Ce-SetsouttheevaluationmodelofJingdonglogisticsservicequalityandcarriesoutthepracticalapplicationanalysisoflogisticsservicequalityofJingdongMall.Finally,accordingtotheanalysisresult,givestheimprovementsuggestionforJingdonglogisticsservicequalityimprovement.ExpectationsofthispapercanimprovethequalityofserviceJingdonglogisticshavesomereference.Keywords：Jingdonglogistics;servicequality;evaluationindexconstruction;improvementmeasures目录一、绪论........................................................................................................................1（一）研究背景与意义.........................................................................................11.研究背景.......................................................................................................12.研究意义.......................................................................................................1（二）国内外物流服务质量研究现状.................................................................11.物流服务质量相关理论研究.......................................................................12.B2C电子商务环境下物流服务质量相关理论研究...................................2（三）研究主要内容与方法........................................................................................31.研究内容......................................................................................................32.研究方法.......................................................................................................3二、京东物流服务质量分析及评价指标体系构建....................................................4（一）京东物流简介.............................................................................................4（二）京东物流服务质量现状分析.....................................................................4（三）京东物流服务质量评价指标体系构建.....................................................51.京东物流服务质量评价指标选取原则...............
