基于顾客满意度的第三方物流企业服务质量评价研究——以顺丰速运为例  

A Study on Service Quality Evaluation of Third Party Logistics Enterprises Based on Customer Satisfaction——A Case Study of SF Express

作　　者：李爱彬[1] 宋艳秋 LI Aibin;SONG Yanqiu(School of Management,China University of Mining and Technology,Xuzhou 221116,China)

机构地区：[1]中国矿业大学管理学院,江苏徐州221116

出　　处：《上海管理科学》2018年第5期102-107,共6页Shanghai Management Science

摘　　要：第三方物流企业迅速崛起的同时,各个物流企业之间的竞争也愈演愈烈。提高服务质量以增加顾客满意度已成为第三方物流企业发展的必经之路。以顺丰速运为例,针对顺丰企业服务质量问题,对物流环节中的各项服务进行分析,在已有模型的基础上建立顺丰企业服务质量评价指标体系。采用问卷调查与层次分析结合的方法,将服务质量细分为物流成本、财务状况、运输质量、信息化水平以及客户满意度五个维度,具体分析并得出各种服务在顺丰物流企业中的权重值,进而得出顺丰速运顾客满意度的综合评分。最后,有针对性地提出对策建议,使其在第三方物流行业中更好地发展。With the rapid development of third-party logistics enterprises,the competition among logistics enterprises is becoming increasingly fierce.Improving service quality to increase customer satisfaction has become a necessary way for the development of third-party logistics enterprises.Take S.F.Express as an example,this paper analyzes the various services of logistics process in view of S.F.enterprise service quality problems,and establishes the evaluation index system for the service quality of S.F.enterprise on the basis of existing model.By using the combined method of questionnaire and hierarchical analysis,the service quality is divided into five dimensions：logistics cost,financial situation,transportation quality,information level and customer satisfaction,and then obtain the weight in a variety of service of S.F.enterprise.Furthermore,the comprehensive score of customer satisfaction is obtained.Finally,some significant suggestions are put forward to make it better in the third party logistics industry.

关 键 词：AHP 顺丰速运 服务质量 第三方物流 顾客满意度 

分 类 号：F272[经济管理—企业管理]