基于熵权-TOPSIS法的农村电商物流服务质量评价研究

Evaluation of Rural E-commerce Logistics Service Quality based on Entropy Weight TOPSIS Method

结合农村电商物流特点,基于SERVQUAL模型和LSQ模型的评价理念构建了适用于我国农村电商物流服务质量评价的评价指标体系,运用熵权法结合T0PS1S法建立了农村电商物流服务质量评价模型。以扶风县为例对当地四家典型电商物流企业进行服务质量评价,通过计算服务质量指标与最优解的相对接近程度,计算得到了四家电商物流企业的服务水平排名,以表征扶风县的农村电商物流服务现状水平,为农村物流企业的运营发展和农村电商物流服务质量的提升提供了参考。

Combined with the characteristics of rural e-commerce logistics,based on the evaluation concept of SE-RVQUAL model and LSQ model,this paper constructs the evaluation index system suitable for the evaluation of rural e-commerce logistics service quality in China,and establishes the evaluation model of rural e-commerce logistics service quality by using entropy weight method and TOPSIS method.Taking Fufeng County as an example,this paper evaluates the service quality of four typical e-commerce logistics enterprises in Fufeng County.By calculating the relative closeness between the service quality index and the optimal solution,the service level ranking of the four e-commerce logistics enterprises is calculated to characterize the current situation of rural e-commerce logistics service in Fufeng County,It provides a reference for the operation and development of rural logistics enterprises and the improvement of rural e-commerce logistics service quality.