京东物流服务质量评价与改进措施 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ABSTRACTLogistics is the core competitiveness of B2C e-commerce enterprises, it is related to the speed of supply chain and customer experience. In the whole process of consumption, this paper considers that knowing the key factors of customer satisfaction with delivery service, improving customer satisfaction and enhancing the competitiveness of enterprises , It is necessary to evaluate the service quality of B2C enterprises and obtain the service index that needs to be improved. Therefore, this paper takes Jingdong Logistics as an example, evaluates its logistics service quality and proposes improvement measures. Based on the B2C e-commerce logistics characteristics and the actual situation of logistics in Beijing, using the method of questionnaire survey and so on, this study finally builds a theory of logistics service quality and related theory of B2C e- Sets out the evaluation model of Jingdong logistics service quality and carries out the practical application analysis of logistics service quality of Jingdong Mall. Finally, according to the analysis result, gives the improvement suggestion for Jingdong logistics service quality...
