基于博弈论指标综合赋权的物流服务绩效评价

Performance Evaluation of Logistics Service Based on Game Theory Index and Comprehensive Empowerment

提高企业竞争力,扩大客户群体,满足不同客户多样化的物流服务需求,提供更快、更好、更低价的物流服务是物流服务提供商生存和发展面临的主要问题.以物流企业的服务绩效提升为研究目标,建立了物流服务绩效评价体系.通过层次分析法和熵权法确定各指标的初始权重,再借助合作博弈中利润分配的思想进行权重组合,进而得到最优权重组合.基于五家物流企业的数据分析得到:物流企业的销售额、成本、服务态度、售后服务质量等指标对物流服务绩效有着较大的影响.研究成果一方面对指标权重组合研究有一定的促进作用,另一方面对物流企业提升服务绩效有一定的借鉴意义.

Improving the competitiveness of enterprises, expanding customer groups, meeting the diverse logistics service needs of different customers, and providing faster, better and lower-cost logistics services are the main problems facing the survival and development of logistics service providers. This paper takes the service performance improvement of logistics enterprises as the research goal and establishes the logistics service performance evaluation system. The paper determines the initial weight of each index through the analytic hierarchy process(AHP) and the entropy weight method, and then combines the weights with the idea of profit distribution in the cooperative game to obtain the optimal weight combination. The paper is based on the data analysis of five logistics enterprises: the sales, cost, service attitude,after-sales service quality and other indicators of logistics enterprises have a greater impact on logistics service performance. On the one hand, the research results of the thesis have a certain role in promoting the research of index weight combination. On the other hand, it has certain reference significance for logistics enterprises to improve service performance.