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基于模糊综合评判的第三方物流企业顾客满意度研究 被引量:1

Study on the Customer Satisfaction of the Third Party Logistics Enterprises Based on Fuzzy Comprehensive Evaluation
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摘要 随着国家对发展第三产业的大力支持,近年来国内电商等产业发展迅猛,极大推动了第三方物流产业的发展,第三方物流企业短时间内数量急剧增长,各企业的服务水平和质量参差不齐,给整个产业的整体和可持续发展带来束缚。科学准确地对第三方物流企业的服务质量开展综合评价,越来越被企业及行业管理者们所看重。文中构建了一套比较全面的第三方物流企业服务质量评价指标体系,通过层次分析法(AHP)给各指标赋予了权重,并结合一实际算例运用模糊数学工具对其服务质量开展了综合评判,为科学判定第三方物流企业服务质量提供了一种简单实用的方法。 With state support for the development of the third industry in recent years,the domestic electricity supplier industry rapid development,has greatly promoted the development of the third party logistics,third party logistics enterprises in a short period of time the number of rapid growth,service level and quality of the enterprises is uneven,to the overall and sustainable development of the whole industry brings restraint. Scientific and accurate service for the third party logistics enterprise to carry out a comprehensive evaluation of quality,is more and more important to managers in the enterprise and industry. The paperstructures a set of comprehensive service quality satisfaction evaluation index system for the Third Party Logisticsenterprise,using the analytic hierarchy process( AHP) method to confirm the weight of the indexes,and uses fuzzy mathematics to evaluate the service quality of TPL enterprise combining with a practical example in order to provide a simple and practical method for determining the service quality of the third party logistics enterprises.
作者 杨金坤
出处 《物流工程与管理》 2016年第10期11-13,共3页 Logistics Engineering and Management
基金 兰州交通大学校青年基金(2016021)资助
关键词 模糊综合评判 第三方物流 服务质量 评价指标体系 fuzzy comprehensive evaluation third party logistics service quality evaluation index system
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