基于模糊综合评价法的第三方物流企业服务质量评价分析研究  

Analysis and Research of Service Quality Evaluation of Third-Party Logistics Enterprises Based on Fuzzy Comprehensive Evaluation Method

作　　者：孙飞燕[1] 安琦 SUN Feiyan;AN Qi(Honghe University,Mengzi 661100,China)

机构地区：[1]红河学院,云南蒙自661100

出　　处：《物流科技》2024年第10期99-105,共7页Logistics Sci-Tech

基　　金：2022年云南省教育厅科学研究基金项目“面向南亚东南亚辐射中心建设下提升云南物流服务质量的研究”(2022J0870);红河州第七次(2023—2024年度)哲学社会科学规划课题“提升物流服务质量,推进红河州物流枢纽作用的发挥”(2023YB03)。

摘　　要：消费者对服务要求的不断提升及激烈的行业竞争都对第三方物流企业服务质量提出了更高要求。文章结合SERVQUAL模型和第三方物流企业的实际,以有形性、可靠性、响应性、保证性、移情性作为一级指标,17个影响因素作为二级指标,首先邀请物流行业专家进行打分,采用层次分析法构建判断矩阵得出影响因素的权重。其次选取云南省第三方物流企业的个人客户为调查对象,通过调查问卷获取其对各影响因素的评价,利用模糊综合评价法进行分析,得出评价结果靠后的影响因素是提供个性化关怀、设施设备、最优路线、员工素养、顾客和企业之间缺乏信任。因此,研究结果为第三方物流企业服务质量的不断改进提升给予一定的参考,为提升客户满意度给出了建议对策。Consumers' increasing demand for services and the fierce competition in the industry have put forward higher requirements for the service quality of third-party logistics enterprises.Combining the SERVQUAL model and the reality of third-party logistics enterprises,the article takes tangibility,reliability,responsiveness,assurance and empathy as the first-level indicators,and 17 influencing factors as the second-level indicators,and firstly invites experts in the logistics industry to score,and then constructs a judgment matrix using the hierarchical analysis method to obtain the weights of the influencing factors.Then the individual customers of third-party logistics enterprises in Yunnan Province are selected as the survey objects,and their evaluation of each influencing factor is obtained through the questionnaire,which is analyzed by using the fuzzy comprehensive evaluation method.And it is concluded that the influencing factors with the backward evaluation results are the provision of personalized care,facilities and equipments,optimal routes,staff quality,and lack of trust between the customers and the enterprises.Therefore,the results of the study give certain references for the continuous improvement and enhancement of the service quality of third-party logistics enterprises,and give suggestions and countermeasures for improving customer satisfaction.

关 键 词：第三方物流企业 物流服务质量 服务质量评价 层次分析法 模糊综合评价法 

分 类 号：F253[经济管理—国民经济]