跨境电商快递物流服务质量评价与实证研究——基于'一带一路'区域

摘要

文章首先结合跨境电商对快递物流服务的需求特征,构建跨境电商快递物流服务质量评价体系的五维度总体框架.然后采用SWOT分析法设置"一带一路"特殊评价指标,融合一般评价指标、 初步构建评价体系的指标集;基于"一带一路"战略框架的区域覆盖范围,将快递目的地划分为五个分区,据此设计客户问卷调查;采用隶属度分析、AHP分析和权重分析等方法,对评价指标集进行实证遴选与权重值确定,从而完成"一带一路"区域跨境电商快递物流服务质量评价体系的整体构建.最后对评价体系的应用成效进行严格的实证检验,结果证明了该评价体系的有效性及其构建方法的科学性.%Closely connected with demand characteristics of cross-border e-commerce for express logistics service , this paper firs-tly sets up a five-dimension overall framework for service quality evaluation system on cross-border e-commerce express logistics. And then it uses SWOT analytical method to build"the Belt and Road"special evaluation indicators with general evaluation indicators comb-ined to set up evaluation system indicators cluster. On the basis of the area coverage of"the Belt and Road"strategy framework , it zones destinations of "the Belt and Road" cross-border e-commerce express as five subareas , and accordingly designs the customer survey activities. And it uses membership, AHP and weighting analytical methods to select evaluation indictors and fixes their weighting values, then completes the overall setup for the service quality evaluation system on cross-border e-commerce express logistics of "the Belt and Road" area. Finally, it makes an empirical test on the application effect of the evaluation system. Through the empirical test, the evaluation system is proved to be effective and its construction methods are validated to be scientific.