摘要
服务质量是第三方物流企业经营发展的重要保证,从顾客满意的角度,合理评价第三方物流企业服务质量已成为第三方物流企业质量管理的重要内容。构建了第三方物流企业服务质量的评价指标体系,并利用BP神经网络对第三方物流企业客户服务质量进行了评价。实验表明该方法能准确评价第三方物流企业客户服务质量。
QOS is important to ensure that third-party logistics business development, from the customer satisfaction perspective to evaluate the quality of third party logistics enterprises service have become an important part of the third party logistics enterprise quality management. Constructed the quality service evaluation index system, and used BP neural network to evaluate the third party logistics customer service quality, experiments show that the method can accurately evaluate the quality of customer service third party logistics enterprises.
出处
《物流工程与管理》
2014年第10期33-35,162,共4页
Logistics Engineering and Management
基金
武汉职业技术学院校级科研项目重点项目(2012YR697)
关键词
第三方物流
客户服务
质量评价
BP神经网络
the third party logistics
customer service
quality evaluation
BP neural network
