铁路“门到门”全程物流服务客户满意度评价

Evaluation of Customer Satisfaction of Railway “Door-to-Door” Whole-process Logistic Service

分析铁路"门到门"全程物流服务的客户满意度评价特性,借鉴LSQ模型的物流服务评价指标,从服务流程和服务结果 2个方面,建立以时间性、货物完好、收费服务、订单受理、信息服务、投诉处理、货物接取、货物送达、其他物流服务为一级指标的满意度评价指标体系。运用模糊综合评价法,结合隶属度相关参数的处理评价结果,获得服务指标的满意度评价值。以铁路某营业点"门到门"全程物流服务评价为例,对该营业点的满意度评价进行实证分析,为铁路"门到门"全程物流服务更好地满足社会物流需求提供支撑。

This paper analyzes the characteristics of customer satisfaction evaluation of railway ＇door-to-door＇ whole-process logistic service, by referring the logistic service evaluation index of LSQ model, from 2 aspects of service process and service result, the evaluation index system of satisfaction was established which taking timeliness, sound goods, paid service, order handling, information service, complaint handling, goods receiving, goods delivery and other logistic service as level-1 indices. By using fuzzy comprehensive evaluation, combining with the evaluation results of handling membership grade relative parameters, the satisfaction evaluation value of the service index was achieved. Taking the evaluation of ＇door-to-door＇ whole-process logistic service of certain railway operating point as the example, the paper makes example analysis on satisfaction evaluation of the operating point, which provides support for railway ＇door-to-door＇ whole-process logistic service better satisfying social logistic demand.