摘要
针对客户满意度在物流企业竞争中扮演重要角色的问题,借鉴SCSB模型等先进研究理论,建立了新的评价客户满意度的指标体系。运用AHP对影响邮政速递物流中客户满意度各因素进行量化评估,得出了性价比、到货及时性、途中破损率、网点覆盖率是影响其最重要的因素。案例表明,研究结果与实际情形相符合。
In view of the customer satisfaction playing an important role in the logistics enterprise competition, learn from advanced research theory, such as the model of SCSB, and put forward a new evaluation index system of customer satisfaction. Using the AHP to quantify various factors effecting the postal-delivery logistics evaluation, put forward that the price, the delivery timely, the breakage on the way, the network coverage are the influencing factors of postal express delivery of customer satisfaction. Case study shows that the result is consistent with the actual situation.
出处
《物流工程与管理》
2015年第2期49-51,共3页
Logistics Engineering and Management
关键词
层次分析法
邮政速递物流
客户满意度
analytic hierarchy process（AHP）
the postal express delivery logistics
customer satisfaction
