摘要
物流客户服务水平对企业的生存和发展至关重要,企业要在激烈的竞争中持续稳定发展,就要提高自身的客户服务水平。采用层次分析法与模糊数学相结合的AHP-Fuzzy综合评价方法对物流企业客户服务绩效进行评价研究,分别采用线形插值待定系数法与专家分析法确定定量与定性指标的隶属矩阵。通过具体实例,说明该方法具有较好的灵活性和适应性,能够为物流企业客户服务绩效评价提供科学的依据,进而增加企业效益。
Customer service level is crucial to the survival and development of the logistics enterprises.Enterprises which want to have sustained and stable development in the fierce competition must improve their customer service level.This paper use AHP-Fuzzy method to evaluate the performance of logistics customer service.Use linear interpolation undetermined coefficient and expert analysis to determine the membership matrix of quantitative and qualitative indicators respectively.This method has good flexibility and adaptability through concrete examples and can provide scientific basis for performance evaluation,thereby increasing enterprise efficiency.
出处
《物流科技》
2011年第1期48-50,共3页
Logistics Sci-Tech