零售业中供应商客户服务质量分析和评价

Analysis and Evaluation of Customer Service Quality of Suppliers in Retail

本文选择了零售业为背景,对影响供应商客户服务质量的因素进行了分析。然后从可得性、及时性、货物状况、交流性和响应性等五个方面建立了开放式的、评价零售业中供应商客户服务质量的指标体系。最后采用层次分析法对零售业中供应商客户服务质量进行了综合度量。

This paper analyses the factors of influencing supplier customer service quality in the Context of retail. Then an open evaluation system Of customer service quality is established according availabitity; timeliness, the condition of produet, communication and responsibility Finally, the Analytic Hierarchy Process is used to measure the customer service quality of supplier in retail.