基于AHP的快递业SERVQUAL评价模型改进研究  

An Improved Study on the Evaluation Model about SERVQUAL of Express Delivery Companies Based on AHP

作　　者：叶靖克[1] 闫丽[1] 杨德华[1] 

机构地区：[1]同济大学经济与管理学院,上海200092

出　　处：《物流工程与管理》2010年第9期78-80,共3页Logistics Engineering and Management

摘　　要：文中以SERVQUAL评价法为基础,从顾客满意度角度出发,通过调查问卷获得数据,运用因子分析和层次分析法确定二三级服务质量指标的权重,从而建立改进后的SERVQUAL评价模型,以此作为对快递企业服务质量评价和比较的依据,并通过实例对其应用进行了说明。This paper works out an improved evaluation model of SERVQUAL in express delivery industry. Based on the classic SERVQUAL model and the data collected by questionnaires,the authors revise and establish,through the view of customer satisfaction,the weights of service quality index system ranking in the second and the third levels by using the methods of factor analysis and analytic hierarchy process,and find a more convenient and simple model comparing and evaluating the service quality of express delivery companies,which has been illustrated by some examples in the paper.

关 键 词：快递业 服务质量评价 SERVQUAL法 AHP法 因子分析 

分 类 号：F253[经济管理—国民经济]