基于改进AHP的3PL企业服务质量模糊综合评价模型

Fuzzy Comprehensive Service Quality Evaluation Model of 3PL Enterprises Based on Improved AHP

为了有效地提升3PL企业的服务质量,运用改进的层次分析法、模糊综合评价等方法对3PL企业服务质量进行了评价研究。根据3PL企业服务特点,构建了基于客户满意度的服务质量评价指标体系和基于改进的AHP——模糊综合评价模型。运用构建的指标体系和评价模型对某3PL企业服务质量进行了评价,结果表明该模型具有很好的客观性和有效性。

In this paper, in order to effectively improve the service quality of the 3PL enterprises, we used the improved AHP and fuzzy comprehensive evaluation process to study the service quality evaluation of the 3PL enterprises, then in view of the service characteristics of the 3PL enterprises, built the service quality evaluation index system based on customer satisfaction and the AHP-fuzzy comprehensive evaluation model, and at the end, applied the system and the model to an empirical study to test their objectivity and validity.