摘要
随着车货匹配平台大量的涌现和广泛应用,对其服务质量进行科学评价是亟待解决的问题,本文将直接影响消费者的感知物流服务质量前置限定因素分为个性化信息化服务质量、后勤保障中心服务质量、物流过程服务质量,服务失误补救质量,构建了科学、系统的基础性研究框架及规范,并运用层次分析法及模糊评价法以现有平台为调研对象进行实体分析,为当前评价和改进平台服务质量提供了借鉴和参考。
With the emergence and wide application of the vehicle matching platform, the scientific evaluation of its service quality is an urgent problem to be solved. This paper will directly affect consumers＇ perceived logistics service quality pre-qualification factors,including personalized information service quality, logistics support center service quality, logistics process service quality, service failure recovery quality, construction of the basic research framework and norms of science and system, and using the analytic hierarchy process（AHP） and fuzzy evaluation method to carry out entity analysis on the existing platform as the research object, providing reference and reference for current evaluation and improvement of platform service quality.
作者
刘硕
李宝珠
LIU Shuo;LI Bao-zhu(School of Management,Tianjin University of Technology,Tianjin 300384,China)
出处
《价值工程》
2018年第23期113-116,共4页
Value Engineering
基金
大学生创新创业训练计划资助
项目编号:201710060037
关键词
车货匹配平台
服务质量
评价体系架构
层次分析法
模糊综合评价法
vehicle cargo matching platform quality of service evaluation system
architecture analytic hierarchy process（AHP）
fuzzy comprehensive evaluation method
