I北京理工大学珠海学院 2020 届本科生毕业论文京东物流末端配送研究 京东物流末端配送研究摘 要随着我国电子商务的竞争日渐激烈，消费者对末端物流配送的效率、质量、服务态度等要求也在逐步提高，这就表明了末端配送是促进电子商务发展的重要因素。京东商城作为我国建有自营物流配送体系的电子商务典范，它凭借自营物流在众多电子商务中脱颖而出，跻身于前列，是电子商务配送中的一大代表。京东物流配送的需求量会随着京东网上交易订单的增多而增加。而改进末端配送的服务水平是增加京东核心竞争力的途径之一。因此，本文以京东商城末端配送的需求及服务质量作为出发点，采用访谈、电子问卷方式，建立基于 SERVQUAL 评价方法的京东物流末端配送服务质量评价模型，以此了解京东物流末端配送消费者的需求，进行末端配送服务质量评价，分析出京东物流末端配送的主要问题，并根据问题提出改进京东物流末端配送的建议。关键词：京东物流；末端配送；SERVQUALII北京理工大学珠海学院 2020 届本科生毕业论文Jingdong Logistics Terminal Distribution ResearchAbstractWith the increasingly fierce competition in China's e-commerce, consumers' requirements for the efficiency, quality and service attitude of the end logistics distribution are gradually improving, which shows that the end distribution is an important factor to promote the development of e-commerce.Jingdong Mall, as a model of e-commerce with its own logistics distribution system in China, stands out in many e-commerce by virtue of its own logistics and ranks in the front row, which is a major representative of e-commerce distribution. The demand of JD logistics distribution will increase with the increase of online transaction orders. Raising the service level of end delivery is one of the ways to grow the core competitive power of JD. Consequently, this paper takes the requirement and service quality of the end delivery of Jingdong Mall as point of departure, uses interview and electronic questionnaire to build the service quality e...
