基于层次分析法的疫苗配送服务满意度评价

Evaluation of satisfaction on vaccine distribution services based on analytic hierarchy process

目的通过评价第三方疫苗配送公司的满意度,为配送公司提高服务质量、改善服务设施提供参考,为疫苗管理者提供决策依据。方法采用层次分析法(AHP)建立综合评价模型,对350个疫苗接种单位关于第三方疫苗配送公司满意度进行调查,对333份有效问卷采用模糊综合评测法进行分析。结果天津市疫苗配送公司的总满意度评价为87.9分,结果满意。接种单位对配送公司的实力信誉和操作系统的稳定性指标的满意度得分最高,为88.6分;对配送系统中车体温度监控满意度得分最低,为81.3分,刚刚达到满意标准。结论选择第三方物流公司配送疫苗是一种较好的配送方式,能够保障疫苗的全程冷链管理,保证疫苗供货渠道的规范性,使疫苗更安全有效。

Objective To evaluate the satisfaction of the third party vaccine distribution company,provide reference basis for the distribution company to improve service quality and service facilities,provide decision basis for vaccine managers.Methods A comprehensive evaluation model was established by using analytic hierarchy process(AHP).Three hundred and thirty-three valid questionnaires were collected through the satisfaction degree of third-party vaccine delivery companies survey of 350 vaccination sites,and the results were analyzed by fuzzy comprehensive evaluation method.Results The satisfaction rate of Tianjin vaccine distribution company was 87.9 points,and the result was satisfactory.Vaccination units on the distribution of the company’s reputation and strength of the operating system stability index of the degree of satisfaction highest score was 88.6 points,the body temperature monitoring in the distribution system satisfaction scored lowest was 81.3,just achieved satisfactory standard.Conclusion It is a better method to choose the third party logistics company to distribute the vaccine,which can guarantee the whole-process cold chain management of the vaccine,ensure the standardization of the vaccine supply channels,and make the vaccine safer and more effective.