基于模糊综合评价的民营快递业顾客满意度测评——以申通快递为例  

Customer Satisfaction Measurement of Private Express Delivery Industry Based on Fuzzy Comprehensive Evaluation Method:Taking STO as an Example

作　　者：蒋丽芹 张丹丹[2] 

机构地区：[1]江南大学商学院,江苏无锡214122 [2]湖南大学工商管理学院,湖南长沙410082

出　　处：《沈阳大学学报（社会科学版）》2015年第2期172-176,180,共6页Journal of Shenyang University:Social Science

基　　金：中央高校基本科研业务费专项资金资助项目(JUSRP211A66);教育部人文社会科学研究项目(13YJA790148)

摘　　要：运用顾客满意度理论,给出民营快递业顾客满意度的评价因素集,利用层次分析法与模糊综合评价法相结合构建民营快递业模糊综合评价模型。对民营快递企业进行顾客满意度测评,有利于提高企业的服务质量和管理水平,促进快递行业的健康发展。On the basis of the theory of customer satisfaction, private express delivery industry customer satisfaction evaluation factor set is given; using the analytic hierarchy process and fuzzy comprehensive evaluation method to construct fuzzy comprehensive evaluation model of private express delivery industry. Making customer satisfaction measurement for private courier enterprise is beneficial to improve the service quality and management level, to promote the healthy development of the courier industry.

关 键 词：模糊综合评价法 民营快递业 顾客满意度 

分 类 号：F616[经济管理—产业经济]