摘要
根据客户对物流供应商的质量反馈信息,对物流企业的访谈和专家调查的意见,提取了可能影响物流服务质量的因素。通过分析这些因素的重要性,剔除了那些影响小的因素,并对保留的因素加权。这样建立了度量物流服务质量的指标体系,并按照质量功能展开的方法形成了质量屋,其建立可以帮助企业有效地改进服务质量。
With data from customer feedback to suppliers＇ logistics service quality, interview in logistics enterprises, and expert poll, factors that may affect logistics service quality are obtained first. By analyzing the importance of different factors from the data obtained, some factors that not important are removed and the remaining factors are weighted. In his way, an index system for measuring logistics service quality is developed and a quality house is built by using quality function deployment （QFD） method. It can be used as guide for logistics suppliers.
出处
《工业工程》
北大核心
2009年第5期91-94,共4页
Industrial Engineering Journal
基金
河南省教育厅人文社会科学研究项目(2008-GH-043)
关键词
质量功能展开
物流服务
服务质量
质量屋
quality function deployment （QFD）
logistics service
service quality
quality house
