The relative weight of online shopping logistics service quality evaluation index was studied by using questionnaire method and analytic hierarchy method with releasing 265 questionnaires through internet and collecting 221 copies of valid questionnaires. On the basis of obtained data, using SPSS13.0 software and analytic hierarchy process, the relative weight of online shopping logistics service quality evaluation index was analyzed from perspective of seller, consumer, people who is both seller and consumer, and people who is neither seller nor consumer, and the view of all the respondents together. The results showed that the order of relative weight of online shopping logistics service quality evaluation indicators is delivery service level > ordering service level > correctly operating ordering ability > temporality > information service ability > price, except for the respondent who is both seller and consumer considering information service ability is more important than temporality.%该文提出运用调查问卷法和层次分析法相结合的方法来进行网络购物物流服务质量评价指标相对权重的分析研究,在互联网发放了265份调查问卷,并回收有效问卷221份.然后,以调查问卷所得数据为基础,采用SPSS13.0软件和层次分析法,分别从发货卖家、网络购物消费者、既是发货卖家又是消费者,既不是发货卖家又不是网络购物消费者以及四者的整体角度进行了网络购物物流服务质量评价指标相对权重的分析,从而得出来自不同评价角度的网络购物物流服务质量评价指标权重结果.结果表明,除了既是发货卖家又是消费者的被调查者认为信息服务能力比时间性更为重要之外,基本上可以认为各网络购物物流服务质量评价指标的相对权重从高到低依次为送货服务水平,接单服务水平,正确安分履行订单能力,时间性,信息服务能力,价格.
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