摘要
随着社会经济的不断发展,物流业发展迅速,与此同时,客户对物流企业的需求也更加多元化,只有充分满足客户的个性化服务才能有效地提升物流服务质量。通过层次分析与因子分析相结合的方法确定物流企业服务质量满意度评价指标权重,运用模糊综合评价法对各级评价指标进行计算得出研究结论。
With the continuous development of social economy,logistics industry develops rapidly.At the same time,customers demand for logistics enterprises is also more diversified.Only by fully satisfying the customer's personalized service can the logistics service quality be effectively improved.This paper determines the weight of evaluation index of service quality satisfaction of logistics enterprises by combining analytic hierarchy process with factor analysis,and calculates the evaluation index at all levels by using the method of fuzzy comprehensive evaluation.
作者
盖青霞
GE Qing-xia(Business School,University of Jinan,Jinan 250002,China)
出处
《物流工程与管理》
2019年第4期59-61,58,共4页
Logistics Engineering and Management
关键词
物流企业
服务质量
满意度
模糊综合评价
logistics enterprises
quality of service
satisfaction degree
fuzzy comprehensive evaluation
