| Driven by the enterprise globalization competition and "the third profit source", the China’s logistics industry, which develops rapidly and shows huge potential, has becoming a national strategic level issue. However, China’s logistics industry has the disadvantages of low efficiency, high cost, etc. The overall level of logistics services is still a wide gap with the developed countries, which affects the development of China’s logistics industry. In this thesis, the author carries out the research on service quality of logistics enterprises, and discusses the indicator system and evaluation method of logistics service quality, by combining the characteristics of the logistics industry and service sectors, and integrating applications of systems engineering theory, logistics management, service marketing and other disciplines of knowledge, etc. The purpose of this thesis is to enhance the level of logistics services, and provide a reference for the development of China’s logistics services. The detail work is as follows:1) The thesis firstly summarizes some basic concepts of quality of logistics services, including logistics, service, quality, quality of service and quality of logistics services. The thesis discusses the meaning of logistics enterprise service quality from managed objects, processes and systematic, and analyzes the constituent elements of logistics service quality, such as time quality, the release number of orders, and the goods delivered quality. The results may provide a certain reference for the research of logistics enterprise service quality.2) Secondly, the paper builds service quality evaluation index system of contemporary logistics enterprises in China. Based on the concept of logistics service quality evaluation system is an organic whole, the paper describes eight principles to build a enterprise logistics service quality evaluation system, including scientificalness, systematicness, times, hierarchy, etc. After the reference of traditional7RS evaluation system, customer-oriented evaluation system and SERVQUAL evaluation system, the paper combined with the characteristics of contemporary logistics enterprises to construct logistics services Quality index evaluation system which includes7level indicators (tangibles, reliability, information and price, etc) and25secondary indicators.3) Finally, the paper presents a logistics service quality evaluation method based on fuzzy comprehensive evaluation, and carries out an evaluation of logistics enterprises instance. First, the detail process of fuzzy comprehensive evaluation method of logistics enterprise quality service is given, and the method of evaluation is divided into six sub process including hierarchical of evaluation indicator sets, reviews set determination, fuzzy relation matrix determination, fuzzy relationship matrix construction, the evaluation factors weight vector construction, fuzzy relationship matrix synthesis and a comprehensive evaluation, which makes the fuzzy comprehensive evaluation method be easier to understand and evaluate. Then, the paper gives logistics service quality post-processing method of fuzzy comprehensive evaluation results. Finally, pointing at a detail logistics company, the author carries out a comprehensive evaluation of case studies of logistics service quality. Based on surveyed logistics service quality indicators statistical results of the design factors, and the fuzzy comprehensive evaluation method, the paper gives the comprehensive evaluation of enterprise service quality, and presents some improvement strategies for the logistics enterprise. |
PDF Full Text Request