基于模糊AHP的Q公司物流服务质量评价  

Evaluation of Logistics Service Quality of Company Q Based on Fuzzy AHP

作　　者：俞江炜 孙琪[1] YU Jiangwei;SUN Qi(Zhejiang Wanli University,Ningbo 315100,China)

机构地区：[1]浙江万里学院,浙江宁波315100

出　　处：《物流技术》2023年第10期54-57,共4页Logistics Technology

摘　　要：以SERVQUAL模型指标为基础,构建物流服务质量评价指标体系,通过层次分析法确定各指标的权重,以问卷调查获得Q公司客户对其各项指标的满意度数据,通过模糊综合评价及权重计算得到各级指标评价值及总评价值,最后根据评价结果分析其不足,并为其提供了行之有效的改进方案。评价结果以及对策建议可为各企业提供一定的参考。In this paper,based on the SERVQUAL model,we constructed a logistics service quality evaluation index system and weighted each index using AHP.Next,in the case of Company Q,we obtained the customer satisfaction data of the company on each index through a questionnaire survey,and by fuzzy comprehensive evaluation and weighting,calculated the evaluation value of indexes at all levels and the total evaluation score.Finally we analyzed the existing issues with the logistics service quality of the company based on the evaluation result and provided several effective plans for improvement.

关 键 词：物流服务质量 SERVQUAL模型 层次分析法 模糊综合评价 

分 类 号：F259.2[经济管理—国民经济] F224