基于AHP的第三方物流企业顾客满意度的研究

Customer Satisfaction of Third-Party Logistics Enterprise Based on Analytic Hierarchy Process

以从事第三方物流服务的货运企业为研究对象,运用SERVQUAL模型建立第三方物流服务的顾客满意度评价指标体系;发放调查问卷,根据问卷调查结果,采用层次分析法(AHP)进行分析,找到影响第三方物流服务质量的关键因素,并在此基础上提出相关的改进建议。

Freight enterprises engaged in third-party logistics services are studied.Evaluation index system of customer satisfaction of a third-party logistics enterprise is set up using a SE-RVQUAL model.Using questionnaires,analytic hierarchy process （AHP）is applied to analyze the survey results to find key factors that affect service quality of the third-party logistics enter-prise.Based on the results,ways of improvement are suggested.