Z公司物流服务质量评价研究  

Research on Evaluation of Logistics Service Quality of Company Z

作　　者：金俊杰 JIN Jun-jie(School of Management,Xi’an Polytechnic University,Xi’an 710600,China)

机构地区：[1]西安工程大学管理学院,陕西西安710600

出　　处：《物流工程与管理》2023年第11期132-136,140,共6页Logistics Engineering and Management

基　　金：陕西省创新能力支撑计划项目(软科学研究计划项目,2022KRM002):双链融合下陕西省物流业与制造业融合创新机理与发展对策;陕西省教育厅重点科学研究计划项目(新型智库项目,21JT018):陕西省纺织业与物流业融合现状及发展路径研究。

摘　　要：我国物流业发展迅速,但仍存在信息化、物流服务水平低等问题。文中基于SERVQUAL模型,整理相关研究,结合Z公司的特性,构建了由5个一级指标、20个二级指标组成的评价体系。通过层次分析法确定各指标的权重,结合模糊综合评价法,对Z公司进行物流服务质量评价,研究发现Z公司的物流服务质量处于中上水平。最后,从制定赔偿条例、提高突发情况应对能力、重视客户利益等方面对Z公司的物流服务提出相关的改进建议。China s logistics industry is developing rapidly,but there are still problems such as low level of information technology and logistics services.Based on the SERVQUAL model,this paper integrates relevant research and combines the characteristics of company Z to construct an evaluation system consisting of 5 first-level indicators and 20 second-level indicators.By determining the weight of each indicator through analytic hierarchy process,combined with fuzzy comprehensive evaluation method,the logistics service quality of company Z is evaluated,and the study shows that the logistics service quality of company Z is above average.Finally,relevant improvements are suggested to company Z s logistics services in terms of making compensation regulations,improving the ability to respond to unexpected situations,and paying attention to customer interests.

关 键 词：物流服务质量 评价体系 SERVQUAL模型 

分 类 号：F259.23[经济管理—国民经济]