基于层次分析法的民营快递服务失误影响因素研究  

An AHP-based Study on Influence Factors in Service Failure of Private Express Enterprises

作　　者：武淑平[1] 

机构地区：[1]北京物资学院商学院,北京101149

出　　处：《物流技术》2012年第4期1-4,共4页Logistics Technology

摘　　要：以服务为立身之本的民营快递企业的服务质量问题一直以来都备受关注,投递延误、邮件丢失、邮件损坏等服务失误投诉一直居高不下。提升民营快递企业服务质量最为关键的是控制和减少服务失误的发生。通过层次分析法,判定影响民营快递企业服务失误的诸多因素中较为重要的因素是快递员素质、管理手段与方法、服务态度、信息处理技术等。Service quality has always been a core concern for the survival of private express enterprises.Nevertheless,complaints still run high for service failures such as delay in delivery,loss and damage of mails and packages,etc.Through AHP,the paper identifies from among the multitunidous factors having a bearing on the service failure of private express enterprises four relatively important ones which are courier qualification,means and methodology of management,service attitude,information processing technology,etc.

关 键 词：层次分析法 民营快递 服务失误 影响因素 

分 类 号：F252.2[经济管理—国民经济]