摘要
根据预约模式下维修服务的便捷性和高效性等特点,从客户的角度出发,对物流企业的设备维修服务质量进行研究。首先构建该模式下的维修服务质量评价体系,将模糊综合评判(FCE)与数据包络分析法(DEA)相结合,综合主观评价和客观评价方法得出相对于准确的评价结果,根据最终结果为客户提供物流企业的选择方案,并对物流企业的维修服务提出相关建议。
According to the characteristics of convenience and efficiency of maintenance services under the appointment mode,from the perspective of customers,the quality of logistics equipment maintenance services is studied.First build a maintenance service quality evaluation system under this model,combine fuzzy comprehensive evaluation(FCE)and data envelopment analysis(DEA),comprehensive subjective evaluation and objective evaluation method to obtain relatively accurate evaluation results,according to the final results Provide customers with options for logistics companies,and make recommendations for logistics companies maintenance services.
作者
严嘉欣
金玉兰
YAN Jia-xin;JIN Yu-lan(School of Management,Shanghai University of Engineering Science,Shanghai 201620,China)
出处
《物流工程与管理》
2020年第10期65-69,共5页
Logistics Engineering and Management
关键词
物流企业
模糊综合评价
数据包络分析法
设备维修
服务质量评价
logistics enterprise
fuzzy comprehensive evaluation
data envelopment analysis
equipment maintenance
service quality evaluation
