摘要
基于SERVQUAL和LSQ理论,建立快递物流服务质量评价指标体系。通过对大同市的调查收集样本数据,利用熵权法求出不同指标和不同维度的权重,确定评价模型,评价大同市物流服务质量,针对问题提出改进意见。
The evaluation index system of express logistics service quality was established based on SERVQUAL and LSQ theory.The sample data was collected through the investigation of Datong City,then use“entropy weight method”to get the weight of different indicators and dimensions to determine the evaluation model,and use the results to evaluate the logistics service quality of Datong City.Finally,the paper put forward suggestions for the improvement.
作者
冯变英
辛耀娇
FENG Bian-ying;XIN Yao-jiao(Department of Economics and Management,Yuncheng University,Yuncheng 044000,China)
出处
《运城学院学报》
2019年第6期22-27,共6页
Journal of Yuncheng University
基金
运城学院科技项目资助(CY-2018002)
