摘要
服务性行业的竞争愈演愈烈,第三方物流企业所提供服务的质量直接影响其核心竞争力的形成,物流服务的目标就是使顾客满意。本文在现有顾客满意理论研究成果的基础上,根据第三方物流业及其提供服务的特点,从顾客的角度出发,结合第三方物流企业顾客满意度的特殊性对现有物流企业顾客满意度理论模型进行了修改和完善,并在修改后的模型基础上运用结构方程建立模型,验证第三方物流企业测评指标的准确性;之后,本文采用了模糊层次分析法,将三角模糊概念引入到层次分析法中,确定了各指标的权重,并对快递企业进行实例分析,将文章所述理论应用于实践,验证了研究方法的可靠性以及实用性,以期对构建第三方物流企业顾客满意度测评体系的研究和实践有所裨益,具有一定的现实意义。
In the fiercely competitive service sector,quality of logistics service bears heavily on the core competition of the third party logistics enterprises. The ultimate purpose of logistics service is to satisfy customers. On the basis of the results of theoretical studies of the existing customer satisfaction and according to the character of the third party logistics trade and the peculiarity of the service they offer,this paper adjusts previous evaluation models from the perspective of customers and uses structural equation model to verify the accuracy of third party logistics evaluation indicators. In addition,this paper applies fuzzy analytic hierarchy process to bring the concept of triangular fuzzy Analytic Hierarchy Process to determine the weight of each indicator,and then,verifies the reliability and practicality of the research methods,through case study of express delivery companies. This paper is practically meaningful in that it may help evaluate third- party logistics enterprise customer satisfaction evaluation system.
出处
《管理评论》
CSSCI
北大核心
2015年第1期181-193,共13页
Management Review
基金
国家社科基金青年项目(11CGL105)
北京市哲学社会科学规划项目(12JGC100)
关键词
第三方物流
顾客满意度
结构方程模型
模糊层次分析法
third party logistics,customer satisfaction index,structural equation model,analytic hierarchy process
