基于顾客感知的物流服务水平研究——应用灰色关联度比对分析法

A Study of Logistics Service Performance Level based on Customer Perception——with the application of comparative analysis of grey relational degree

物流企业竞争的重点是提供符合客户要求的物流服务,即提高顾客所感受到的物流服务水平。论文运用灰色关联度分析方法,从物流企业现有的市场占有率出发,建立了物流服务水平的比对分析模型。通过该模型的分析,找出影响客户选择物流服务提供商的关键因子,以此作为改善物流服务水平、提高市场占有率的依据。最后以快递企业为例验证了模型的应用有效性。

The common emphasis of the competition among different logistics service providers is to provide what customers need through logistics services,which is to improve the logistics services performance level that customers can feel.Based on the market share of logistics service providers,a model of compare analyzing logistics service performance level（CALSPL） is established by using the grey relational analysis（GRA） method.Through this model,logistics service provider can identify the key factors that affect customers＇choice and offer services to satisfy customers＇demands much better.A case study on five express delivery industry of Foshan is given to verify the validity of the proposed model.