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；SERVQUALResearch on the Quality Evaluation of the Logistics Service of Jingdong Fresh Electricity Supplier AbstractBecause fresh produce has the characteristic that is easy to corrode, not easy to preserve, the demand that the fresh electricity businessman to send the goods to the customer quickly. For the time being, the logistics management is not satisfactory, and the logistics service needs to be improved. Based on Jingdong fresh electricity logistics service, for example, according to the corresponding national standard, and many scholars make some indicators, through the questionnaire survey to collect the related customer for Jingdong fresh electricity logistics service expectation and perception value of data, and by the expert scoring method obtained the corresponding index weights. Then, through the SERVQUAL model, the expected value and perception were analyzed, and the logistics service level of Jingdong fresh electricity was obtained. Through the situation of the logistics service level, the author puts forward the corresponding suggestion to the fresh electricity supplier of Jingdong.[Key words] Jingdong fresh；Logistics Quality；Index weight； SERVQUAL目 录一、绪论..................................................................................
