The Research Of Evaluating Logistics Service Quality For Courier Company Of China Based On ISM And ANP

In recent years,the prevalence of on-line shopping",a new shopping mode,has brought prosperous development for electronic commerce,and it also promotes the demand of courier services from businesses and consumers. However.compared with the prosperity of e-commerce,the development of courier service industry has gradually fallen behind,even being the biggest bottleneck of itCurrently, with the increasingly fierce competition of market, it is not a good idea for courier enterprises to keep traditional low-cost competitive advantage.On the contrast,they must find ways to strengthen enterprise management and improve service quality.And before that,it is required that we find effective evaluation indicators of service quality for courier enterprises.The research aim of this paper is to build a model of evaluation indicators of service quality for courier enterprises.It uses Multi-criteria evaluation methods with three-stage.At the first stage, it uses literature analysis to build a model of evaluation indicators of service quality for courier enterprises.At the second stage,it uses ISM to find out the correlation between criteria and dimensions And then at the third stage,it uses ANP to calculate weights of every criteria and dimension,and to build a model of evaluation indicators of service quality for courier enterprises.At last,it analyzes the whole model,aiming to help courier enterprises improve its logistics service quality.