学位论文—-零担专线运输企业服务质量评价研究.doc

零担专线运输企业服务质量评价研究摘要: 随着我国社会的经济发展以及经济全球化的不断深入,我国物流行业在近几年中取得了突飞猛进的发展,各种物流企业快速萌生,遍布神州大地,但是随着物流行业发展速度的加快,由于企业自身能力的不足所带来的问题也日趋严重,其中以零担专线运输市场最为突出。基于此,本文首先对零担专线运输的相关研究以及理论进行概述,接着对零担专线运输企业的运输模式及行业服务质量的现状进行分析,进而更加深入的了解影响零担专线运输企业服务质量的因素,构建零担专线运输企业服务质量评价的指标体系,最后以 X 零担专线运输公司为例,对其服务质量进行评价分析,并提出相应的发展建议,以期能够为我国零担专线运输行业的规范化服务提供理论参考。关键词: 零担专线运输;物流企业;服务质量评价 Research on Evaluation of Service Quality of Lingdan Dedicated Transportation Enterprises Abstract: With the development ofour society and the deepening of economic globalization, the logistics industry in China has made rapid development in recent years. All kinds of logistics enterprises have sprouted and spread all over China. However, with the development of logistics industry, Speed up, due to the lack of their own ability to bring the problem is also ing increasingly serious, with Lingdan green transport market is the most prominent. Based on this, the paper first gives an overview of the related research and theory of LTL transportation, then analyzes the transportation mode and service quality of Lingdan green transportation enterprises, and makes a deeper understanding of the factors affecting the service quality of LTL transportation enterprises, The paper constructs the index system of the service quality evaluation of LTL transportation enterprises. At last, taking X-LTL green panies as an example, the paper analyzes and evaluates the service quality, and puts forward the corresponding development suggestions so as to provide reference for the standardization service of China LTL transportation industry. Keywords: Lingdan green Transport; Logistics Enterprises; Service Quality Evaluation 目录 1绪论.................................................................................................................... 1 研究背景................................................................................................. 1 研究的目的及意义................................................................................. 2 国内外研究