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3PL客户满意度的动态模糊综合评价模型 被引量:3

Dynamic and Fuzzy Comprehensive Evaluation Model of 3PL Customer Satisfaction Index
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摘要 指出现有第三方物流(3PL)客户满意度(CSI)评价模型忽视了评价过程中的动态性、模糊性因素,存在很多缺点,动态模糊综合评价法模拟评价指标的动态性和模糊性,减少人为因素的影响,评价结果可以反映评价目标的动态发展趋势,且可以指导第三方物流服务质量的改进,最后通过对某第三方物流企业客户满意度的综合评价验证了该方法的有效性和实用性。 The paper points out that the current 3PL customer satisfaction index (CSI) is insufficient in the dynamicness and fuzziness of the evaluation process and the dynamic and fuzzy comprehensive evaluation model is capable of reducing the influence of human factors and can yidd results reflecting the dynamic developmental trends of the evaluated subject. The model can also guide the improvement of 3PL service quality which is verified through the application of the model to the evaluation of CSI of a certain 3PL enterprise.
作者 洪琼 张浩
出处 《物流技术》 2010年第5期90-92,共3页 Logistics Technology
关键词 第三方物流 客户满意度 动态模糊理论 满意度评估 3PL CSI dynamic and fuzzy theory satisfaction evaluation
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