基于FCE的快递服务质量评价及改进策略

Research on Evaluation and Improvement Strategies of Express Service Quality Based on Fuzzy Comprehensive Evaluation

随着电子商务的发展和完善,网上购物备受居民青睐,给我国快递企业带来了巨大的发展机遇,但目前快递服务质量令人堪忧。因此有必要建立起快递企业服务质量的评价体系。文章采用了运用模糊综合评价模型,建立了服务质量评价指标体系,以申通快递为例,进行了快递服务质量评价,并提出了相应的改进策略。

In recent years, with the development of E-commerce, online shopping attraeted residents of all ages. This gives the express enterprises enormous opportunities, while many express enterprises still provide unsatisfying services. So a quality evaluation system is need to be instructed. This paper adopts the fuzzy comprehensive evaluation model, quality evaluation index system of service is established, based on the case of STO express, the express delivery service quality is evaluated, and some corresponding improvement strategy are proposed.