Abstract: Internet plus diversified the participants in terminal distribution market. The intensification of competition makes it necessary for logistics enterprises to improve their service quality. Based on service quality theories, logistics service quality is studied under the background of Internet plus. By designing questionnaire and collecting data, the hypothesis of structural equation model for the quality of logistics service is pt forward from three aspects: service expectation, service perception and service quality, and the model is analyzed in depth with correlation analysis. Through hypothesis testing and empirical research, the key factors affecting the logistics service quality which aims to explore the service quality improvement of logistics enterprises are concluded, in order to optimize the logistics service and users satisfaction.

Key words: logistics enterprise, terminal distribution, service quality, structural equation model

摘要： “互联网+”带来了物流行业末端配送市场参与者的多元化，竞争的加剧使得谋求服务质量提升成为新形势下企业生存的关键。比较研究主要服务质量模型，从服务期望、服务感知和服务质量三个维度探讨“互联网+”背景下影响末端配送服务质量的因素，以此为基础构建物流企业末端配送服务质量的结构方程模型并进行实证验证，探寻物流企业末端配送服务提升路径。

关键词: 物流企业, 末端配送, 服务质量, 结构方程模型