洪韵 张勇

摘  要：近年来，我国物流业快速发展，但总体上城市与农村物流呈现区域发展不平衡的势头，体现在基础设施、市场化水平、信息化等方面。为促进我国物流行业的整体发展，农村物流发展不可忽视。文章基于服务质量评价体系，对我国农村物流行业现存的问题进行分析，并根据所发现的问题提出一系列解决措施，提出依托政策支持、发展智慧物流、重视员工服务和冷链服务的措施，促进完善农村物流服务体系，优化农村物流末端配送，有效提升服务质量、物流时效性，以期促进农村物流的可持续发展。

关键词：服务质量评价体系;农村物流;末端配送

中图分类号：F252.14    文献标识码：A

Abstract： In recent years， our country's logistics industry has developed rapidly， but overall urban and rural logistics have shown an unbalanced trend of regional development， which is reflected in infrastructure， marketization， and informatization. In order to promote the overall development of my country's logistics industry， the development of rural logistics cannot be ignored. Based on the service quality evaluation system， this paper analyzes the existing problems in the rural logistics industry in my country， and proposes a series of solutions based on the problems found， and proposes measures to rely on policy support， develop smart logistics， and emphasize employee services and cold chain services to promote improve the rural logistics service system， optimize the rural logistics terminal distribution， effectively improve service quality and logistics timeliness， in order to promote the sustainable development of rural logistics.

Key words： service quality evaluation system; rural logistics; terminal distribution

近年來，我国电商物流发展迅猛，越来越多的人选择通过网购来购买商品。网上购物以其物美价廉、较高的性价比，深受人们的偏爱。伴随着农村物流的发展，物流整体布局实现了从城市到农村的延伸。物流的迅速发展使得大量的物资涌入农村，激发了农村的潜在市场，为快递业在农村这一领域注入了活力。也为农村带来了新的商机，为农副产品进入市场提供了渠道。虽然农村物流得到了较快的发展，但总体上来说农村的基础设施较为落后，物流企业对于农村物流的投入开发力度也较少。而且农村末端网点疏于管理，投诉率较高，在服务质量方面欠佳。因此，本文从服务质量评价体系出发对农村物流末端问题进行探究。

1  基于服务质量评价体系下的农村物流现状