摘要
为探讨数字化转型背景下国际物流企业的服务质量,选择我国进入国际物流排名前十位的中国邮政、顺丰国际、圆通国际三家物流企业调查分析物流企业的可信任程度、企业形象及售后服务等内容.研究结果显示,用户对包裹送达范围、包裹送达时效性、包裹运送过程中不损坏,以及运费报价等的满意度较高.对确保包裹送货上门、企业网站及客户端、企业仓库设施及环境、运输及集货设备、车辆上门揽收、客服热线畅通、处理投诉及时、揽收时间灵活等情况较为满意.数字化转型背景下,国际贸易持续增多,国际物流企业应针对客户不满意的方面紧张针对性改善服务质量,以促进国际物流行业发展,为人们提供更好的服务.
Abstract
In order to explore the service quality of international logistics under the background of digital transformation,the study selects China Post,SF International and YTO International,which are among the top ten enterprises in international logistics,to investigate and analyze the trustworthiness,corporate image and after-sales service of logistics enterprises.The results of the study show that users'satisfaction check on package delivery scope,package delivery timeliness,package delivery without damage during delivery,and freight quotation is good.People are satisfied with the situation of ensuring door-to-door delivery of parcels,corporate websites and clients,corporate warehouse facilities and environment,transportation and cargo collection equipment,vehicle door-to-door collection,unimpeded customer service hotline,timely handling of complaints,and flexible collection time,etc.Under the background of digital transformation,international trade continues to increase,and international logistics enterprises should focus on the aspects of customer dissatisfaction to improve service quality,so as to promote the development of international logistics industry,and provide better services for people.
基金项目
山东华宇工学院智慧物流与供应链研究中心项目(2022)(2024HYWL01)
NETL
NSTL
万方数据