基于层次分析法的快递业客户满意度评价研究

On Satisfaction Evaluation of Express Delivery Industry Customers Based on Analytic Hierarchy Process

快递行业的客户满意度对提高企业的服务水平和核心竞争力具有重要的影响。现有相关研究主要聚焦于快递行业宏观层面的效率评价,而从微观层面对快递企业如何提升核心竞争力和客户满意度的研究较少。文章依照国家权威机构发布的快递行业消费者申诉情况的数据报告,选择了6个具有代表性的快递公司,引入层次分析法构建了快递行业多层级客户满意度的评价指标体系,进一步融合数据包络法,分析评价快递公司的相对有效性。最后提出了基于层次分析/数据包络法的超效率评价模型,对快递公司从客户满意度、工作效率和相对有效性三个维度进行评价。将模型应用到国家邮政局发布的快递行业满意度数据,分析结果表明:京东快递企业的评价最高,邮政快递评价最低,与实际情况吻合,验证了模型的有效性。

Customers satisfaction of the express delivery industry has an important impact on how to improvetheir service level and their core competitiveness. The previous researches in this field mainly focus on themacro-level efficiency evaluation,while the analysis on how the express delivery industry improve their corecompetitiveness and the customer satisfaction is insufficient from the micro-level. Therefore,according to thereport of the consumer complaints of the express delivery industry issued by the national authoritative organization,this paper selects six representative express delivery enterprises and uses the analytic hierarchy process toconstruct an evaluation index system of the multi-level customer satisfaction in the express delivery industry,and then integrated with the data envelopment analysis to analyze and evaluate the relative effectiveness of theexpress delivery industry. Finally,a super-efficiency evaluation model based on AHP / DEA is proposed,whichis used to evaluate the three dimensions of the customer satisfaction,the work efficiency and the relative effectiveness of the express delivery industry and the courier companies. The model is applied to the express deliv-ery industry satisfaction data issued by the State Post Bureau. The analysis results show that the Jingdong Express has the highest appraisal,while the EMS has the lowest appraisal,which is well matched with the actualsituation and verifies the validity of the model.