物资供应服务质量指标体系的构建与改进研究

Construction and Improvement of Material Supply Service Quality Index System

阐述了物资供应服务质量改进的意义,及物流服务质量的相关理论。依据Parasuraman在SERVQUAL量表中关于服务质量五维度的论述,结合实际工作,构建了物资供应服务质量指标体系和评价模型,并应用层次分析法AHP对物资供应服务质量进行了定量研究:包括通过质量体系指标选择,制定构造层次结构模型和重要程度调查表,构建判断矩阵和一致性检验等一系列步骤。得出了影响物资供应服务质量因素在总目标中的权重和排序,为企业进行服务质量改进提供依据。最后,针对评价分析结果提出了实施供应链管理和按需采购模式,建立联合会审机制,加强供应商和业务外包管理,完善供应保障体系等对策,有助于物资供应部门进一步改进服务质量。

The significance of improving material supply service quality and the related theory to logistics service quality are ex- pounded. The index system and the evaluation model of the material supply service quality are established based on the five dimen- sion of service quality of Parasuraman in SERVQUAL quantity table, the material supply service quality is quantitatively researched using analytic hierarchy process, including the selection of the indexes of the quality system, the establishment of hierarchical struc- ture model and importance questionnaire, the construction of judgment matrix, consistency test, etc. The weight and ranking of the factors affecting the material supply service quality in the total target are obtained for providing the basis for the improvement of en- terprise＇s service quality. Finally, according to the evaluation results it is presented to implement supply chain management and the purchase mode based on demand, to establish a united audit mechanism, to strengthen supplier and business outsoureing manage- ment, and to improve the supply security system, which will help material supply departments to further improve their service quality.