京东生鲜电商物流服务质量评价研究摘要因为生鲜产品具有易腐蚀、不易保存等特性，所以就要求生鲜电商快速将货物送到顾客手中。就目前来看，生鲜电商对于物流方面的管理都不尽如人意，需要对物流服务进行改进。本文以京东生鲜电商物流服务为例，依据相应国标以及诸多学者制定一些指标，通过问卷调研收集得到了相关顾客对于京东生鲜电商物流服务期望和感知值的数据，并且通过专家打分法得到了相应指标的权重。然后通过SERVQUAL模型分析期望值与感知度，得出京东生鲜电商物流服务水平。通过所得物流服务水平的情况对京东生鲜电商提出了相对应的建议。【关键词】京东生鲜；物流服务；指标权重；SERVQUALResearchontheQualityEvaluationoftheLogisticsServiceofJingdongFreshElectricitySupplierAbstractBecausefreshproducehasthecharacteristicthatiseasytocorrode,noteasytopreserve,thedemandthatthefreshelectricitybusinessmantosendthegoodstothecustomerquickly.Forthetimebeing,thelogisticsmanagementisnotsatisfactory,andthelogisticsserviceneedstobeimproved.BasedonJingdongfreshelectricitylogisticsservice,forexample,accordingtothecorrespondingnationalstandard,andmanyscholarsmakesomeindicators,throughthequestionnairesurveytocollecttherelatedcustomerforJingdongfreshelectricitylogisticsserviceexpectationandperceptionvalueofdata,andbytheexpertscoringmethodobtainedthecorrespondingindexweights.Then,throughtheSERVQUALmodel,theexpectedvalueandperceptionwereanalyzed,andthelogisticsservicelevelofJingdongfreshelectricitywasobtained.Throughthesituationofthelogisticsservicelevel,theauthorputsforwardthecorrespondingsuggestiontothefreshelectricitysupplierofJingdong.[Keywords]Jingdongfresh；LogisticsQuality；Indexweight；SERVQUAL目录一、绪论..........................................................................................................................................1（一）研究背景、目的与意义...............................................................................................1（二）国内外研究综述...........................................................................................................1二、京东生鲜电商物流服务概述...................................................................................................2（一）生鲜电商物流模式分类...............................................................................................2（二）京东生鲜的物流服务简介...........................................................................................3（三）京东生鲜的物流服务特点...........................................................................................4三、京东生鲜电商物流服务质量评价...........................................................................................5（一）SERVQUAL模型..............................................................................................................5（二）京东生鲜电商物流服务质量评价指标.......................................................................6（三）京东生鲜电商物流服务质量问卷调查.......................................................................7（四）京东生鲜电商物流服务质量评价...............................................................................8四、京东生鲜电商物流服务发展对策.........................................................................................12（一）售后服务质量需要进行提升.....................................................................................13（二）提供灵活的收货时间及方式.................
