Study On Comprehensive Service Quality Evaluation To Outlets Of Logistics Enterprises

In the 21th Century the logistics is becoming one of the exterior industries. The entry of some large foreign enterprises brings advanced management mode and experience into our country and has greatly promoted the development of logistics industry.With the intensive competition situation, our government and companies have taken the logistics as the important approaches of promoting competitive capacity also have brought advanced concept and technology into the economic construction and enterprise management.This paper summarizes the overall operation situation of logistics in the perspective of logistics enterprises in China. Then it analyses the market demand, competition situation, importance of the service quality of the logistics and the comprehensive evaluation to the service quality of the logistics enterprises.Then, the paper has constructed the Comprehensive Evaluation Index System of the service quality of the logistics enterprises basing on the surveys to the determining factors in evaluating the service quality of logistics enterprises, targeting to the managers, employees, customers of the logistics enterprises in Guangzhou and the supply chain and management experts. Besides, the paper also analyses the advantages and disadvantages of the traditional comprehensive evaluation methods to the service quality and establishes the comprehensive evaluation method combining analytic hierarchy process(AHP) and Grey correlation analysis, and taking example of several logistics enterprises in Guangzhou, conducts empirical study on the comprehensive evaluation of their service quality. The results show that the study of the paper coincides with the facts, and the index system and evaluation methods established in this study have certain rationality and creditability.At last, basing on the academic studies at home and abroad and integrating the features of the service of logistics enterprises, the paper constructs the framework for the service quality management of the logistics enterprises in light of the existing problems in the service quality of the logistics enterprises in China.