黑龙江省物流企业服务质量探析

摘要

黑龙江省物流产业正处于起步之后的上升态势，各类商品物资外运数量庞大，物流业市场需求较旺，有较好发展潜力和空间，然而要发展物流则服务需先行。以顾客感知物流服务质量为主线，结合前人对相关内容研究的理论和调查结果，分析出影响黑龙江省物流服务质量的五个维度，且这五个维度之间为并列关系。黑龙江省物流企业可以从订购质量、定制化服务质量、回应质量、交付质量、误差处理质量等方面增强物流服务质量，从而满足多样化的物流发展服务。%Logistics industry in Heilongjiang is right at a rising stage when the number of various goods and material is large and the logis-tics market demand is flourishing. There is great development potential for the industry; however, it requires good service quality first. Taking the customer perception of logistics service quality as the main line and combining the theories and investigation results of previous studies, the study proposes five dimensions affecting the service quality of Heilongjiang logistics industry and concludes that these dimen-sions are coordinate. Logistics enterprises in Heilongjiang could enhance the service quality from five aspects:order quality, customized service quality, response quality, delivery quality and error treatment quality, so as to achieve diversified logistics development.