物流企业服务质量评价指标体系研究

Study on Service Quality Evaluation Index System of Logistics Enterprises

通过分析我国物流企业服务质量评价体系的研究现状,给出了物流企业服务质量评价的六个重要指标,然后运用一种基于不同粒度语言判断矩阵的群决策方法求出各个指标重要性程度并进行排序,清晰明了地显示出各个指标的地位,使物流企业对影响服务质量的指标有个定量的认识,进而有针对性地优化自己的服务体系,给顾客带来更多的优质服务,赢得市场,赢得利润。最后给出了一个算例,并有针对性地给出了改善服务质量的措施。

In this paper, through analyzing the current status of the service quality evaluation system of the Chinese logistics enterprises, we pointed out the six major index, then obtained the importance ranking of them using the group decision method based on linguistic judgment matrices with different granularities, clarified the statue of the various index and gave the enterprises a quantified view of the factors influencing their service quality. Finally we presented a numerical example as well as measures to improve service quality.