快递企业物流服务能力评价指标体系的构建

Construction of evaluation indicator system for service capability of express enterprises

以我国快递企业物流服务能力为研究对象,梳理有关快递产业和物流服务能力两方面研究现状。基于快递服务的特点和快递企业服务质量维度,结合部分学者的认识,确立基础服务能力、核心服务能力、支持服务能力和增值服务能力作为评价快递企业物流服务能力的一级指标,在此基础上进一步提出23个二级指标,构建有机完整的快递企业物流服务能力评价指标体系。采用层次分析法,确定4个一级指标权重,建立快递企业物流服务能力差异评估模型,对快递企业物流服务能力进行评价。

Taking the service capability of express enterprises in China as the research object, this paper combed the research situation in express industry and logistics service capability. Based on the characteristics of express service and delivery service quality, the understanding of the combination of some scholars, the article proposed the basic service ability, the core ability, the support services, and the value- added services be the first-level indicators of evaluation, further put forward 23 secondary indicators, which constructs the organic integrity of express logistics service capability index system. The analytic hierarchy process （ahp）was used to determine the weight for each of the four first-level indicators, establish the service capability evaluation model for express enterprises, and make evaluations.