关于电子商务物流服务质量的影响因素研究Research on Influencing Factors of E-commerce Logistics Service Quality内容摘要从 2000 年发展至今，电子商务以传统产业的 B2B 为主体，延伸出 B2C、C2C 等，目前已经消费市场能够扩大规模的中枢力量。电子商务代表了的是未来的贸易，未来的消费和服务模式，往后将更加的嵌入到我们的生活中。当然，电子商务时代也是给全世界的物流行业带来了巨大的机遇和挑战。在电子商务这个平台上，物流联系卖家和买家的媒介，就是单独出来的第三方，主要以服务为主。物流作为电子商务线下服务的主体，它的服务质量就成为了提高顾客满意度和再次购买意愿的关键因素。本文将会介绍物流服务质量对电子商务企业和物流企业的影响，并运用SERVQUAL 模型对服务质量的影响因素进行分析并得出结论。关键词： 服务质量 电子商务 SERVQUAL 模型 顾客满意度 服务质量评价 第三方物流Abstract Since its development in 2000, e-commerce has taken B2B as the main body of traditional industries, extending B2C, C2C, etc. At present, it has become a central force in the consumer market to expand its scale. E-commerce represents the future trade, future consumption and service model, and will be more embedded in our lives in the future. Of course, the era of e-commerce has also brought huge opportunities and challenges to the logistics industry worldwide.On the platform of e-commerce, the medium for logistics to contact sellers and buyers is a separate third party, mainly based on services. As the main body of offline e-commerce services, logistics has become a key factor in improving customer satisfaction and willingness to purchase again.This article will introduce the impact of logistics service quality on e-commerce companies and logistics companies, and use the SERVQUAL model to analyze the influencing factors of service quality and draw conclusions.Keywords: service quality, e-commerce, SERVQUAL model, customer satisfaction, service q...
