摘要
以宜昌市的民营快递企业为研究对象,根据SERVQUAL理论,结合宜昌市民营快递企业的特点修正评价指标进行问卷调查,然后利用层次分析法评价和分析民营快递企业的服务质量,分析存在问题的原因,并提出相应的解决措施。
In this paper, with the privately-operated express enterprises in Yichang as the subject of the study, according to the SERVQUAL theory, and in connection with the characteristics of these enterprises, we selected the suitable evaluation index to have a questionnaire survey, then used AHP to evaluation the service quality of the enterprises, analyzed the causes for the existing problems, and proposed the corresponding countermeasures.
出处
《物流技术》
北大核心
2013年第9期185-189,共5页
Logistics Technology
