基于AHP的大学校园快递点服务质量模糊综合评价

AHP-based Fuzzy Comprehensive Evaluation of Service Quality on University Campus Delivery Point

为了客观、有效地评价大学校园快递点的服务质量,文中采用层次分析法选取服务态度、服务效率、收发快递的方便程度和快递完好程度四个一级评价指标,并把一级指标进行再划分,从而与模糊综合评价相结合来建立校园快递服务质量的评价模型,并选取A、B、C、D四家快递服务点进行服务质量的评价,最后对评价结果提出相关建议。

In order to objectively and effectively evaluate the service quality of college express delivery points,this paper uses the analytic hierarchy process to select four levels of evaluation indicators:service attitude,service efficiency,convenience of sending and receiving express delivery,and express delivery integrity,and subdividing the first-level indicators.Therefore,it combines with fuzzy comprehensive evaluation to establish an evaluation model of campus express service quality,and selects four express service points A,B,C,and D to evaluate the service quality,and finally makes relevant recommendations on the evaluation results.