摘要
电子商务的迅速发展促进快递业务需求量不断增加,从顾客角度提升服务质量已成为民营快递企业应对激烈市场竞争的重要手段。本文在综述顾客感知服务质量理论与快递企业服务质量评价方法的基础上,从顾客感知视角构建了民营快递企业服务质量评价指标体系;将AHM和熵权法相结合确定指标权重,构建基于组合权重-隶属度转换算法的民营快递企业服务质量评价模型;以JY快递企业为例进行实证分析,并提出民营快递企业提升服务质量建议。
The rapid development of E - commerce has prompted increasing demands for courier services. Improving service quality from the customer point of view has become an important way for private courier companies to participate in the fierce market competition. This paper first reviews the customerperceived service quality theory and courier company＇ sservice quality evaluation methods, and constructs a private courier company＇s service quality evaluation index system from the perspective of customer perception. Then it combines AHM with entropy to calculate the index weights, and builds the service quality evaluation model of private courier companiesbased on the combination weights - membership transforming algorithms. Finally, it makes empirical analysis of the JY courier company and gives some suggestions to improve the services quality of private courier companies.
出处
《企业经济》
北大核心
2014年第7期88-92,共5页
Enterprise Economy
基金
河北省社科基金项目"加快河北连锁超市业高质化发展促进消费增长的对策研究"(批准号:HB11YJ036)
关键词
顾客感知
服务质量
民营快递企业
评价
~ustomer perception
service quality
private courier companies
evaluation
