首页|基于Kano模型的鲜活农产品冷链物流服务质量分析

基于Kano模型的鲜活农产品冷链物流服务质量分析

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中国鲜活农产品消费不断升级,冷链物流服务需求呈现爆发式增长,但冷链物流服务仍存在着客户满意度低、体验感差等问题,为此对鲜活农产品冷链物流服务质量进行研究,运用SEVRQUAL模型和LSQ 模型构建鲜活农产品冷链物流服务质量评价指标体系,通过实证研究,基于Kano模型和Better-Worse系数分布图,分析鲜活农产品冷链物流服务质量要素类型,获取影响鲜活农产品冷链物流服务质量的关键因素,并提出针对性建议,对全面推进乡村振兴有重要意义.
Analysis of Cold Chain Logistics Service Quality of Fresh Agricultural Products Based on Kano Model
The consumption of fresh agricultural products in China continues to upgrade,and the demand for cold chain logistics services shows an explosive growth.However,cold chain logistics services still have problems such as low customer satisfaction and poor experience.The cold chain logistics service quality of fresh agricultural products is studied,and the evaluation index system of cold chain logistics service quality of fresh agricultural products is established by SEVRQUAL model and LSQ model.Through empirical research,based on the Kano model and the Better-Worse coefficient distribution diagram,the cold chain logistics service quality elements of fresh agricultural products are analyzed,and the key factors affecting the cold chain logistics service quality of fresh agricultural products are obtained.Finally,specific suggestions are put forward,which is of great signifi-cance to comprehensively promote rural revitalization.

cold chain logisticsservice qualityfresh agricultural productsKano model

蒋旋、孟凡会

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滁州学院 经济与管理学院,安徽 滁州 239000

冷链物流 服务质量 鲜活农产品 Kano模型

安徽省人文社会科学重点项目安徽省人文社科重点基地一般项目安徽省社会科学创新发展研究课题

SK2020A0517SK2020B162021CX521

2024

兰州工业学院学报
兰州工业学院

兰州工业学院学报

影响因子:0.205
ISSN:1009-2269
年,卷(期):2024.31(3)