民营快递物流服务质量影响因素及策略研究

Research on Influencing Factors and Strategies of Logistics Service Quality of Private Express Companies

作为我国快递业的一股新兴力量,民营快递正以迅猛的发展态势遍布全国各地。然而,其发展过程中的物流服务质量问题一直备受关注。近年来,该问题日渐突出,投诉率不断上升。本文利用AHP层次分析法,判定得出影响物流服务的因素主要有执行过程和技术能力,并针对这两方面的因素提出了相关策略。

As an emerging power in express industry, private express companies are developing rapidly across the country. However, the problem of logistics service quality in its development always attracts much attention. In recent years, this problem has become more serious with the higher rate of customer complaints. By using the method of Analytic Hierarchy Process, this paper points out that the influencing factors of logistics service quality mainly include implementation process and technical capacity, and puts forward some relevant strategies against these two factors.