Comprehensive Evaluation Of Service Quality In Express Industry Based On AHP And Fuzzy

Into the 21st century, along with the popularity of mobile devices and the construction of the electronic commerce network platform, pull the rise in shopping carnival and other promotional activities of the network at the same time, also promoted the rapid development of the third party express market in China. Especially in recent years, the express industry has become the important pillar of the national economy, its business showed a trend of increasing year by year. Which makes some private enterprises and giant international express enterprises saw the development opportunity of the domestic courier market, they quickly seize the Chinese delivery market. Which greatly contributed to China’s courier market degree of competition. In the courier market flourished at the same time, a series of service quality problems are emerging this results in rising the rate of customer complaints. To some extent, that also hindered the development of express industry. So, the factors of service quality and improvement measures in courier industry are proposed by researcher, which has a very important practical significance to enhance their market competitiveness and improve the quality of service.This article introduces the development present situation of express industry in China from the beginning, it raises the purpose of this study is to enhance customer satisfaction courier service through analysing and comprehensive evaluating of the key factors affecting in courier service industry. Then, on the basis of the quality of services related to the theoretical analysis, the existing research results at home and abroad are reviewed and summarized through literature studying. Then, set up the courier service quality evaluation index in this study system according to combine with the principles of index selection, characteristics of the express industry and SERVQUAL scale. It comprises six dimensions:responsiveness, reliability, assurance, tangibles, empathy, remedial. Based on Super Decisions software auxiliary calculation, this article uses ANP to analysis each indicator how they affect the quality of service in delivery, and to determine the impact of weight each index. Taking customer of express as object, the data of consumer satisfaction collected for the express service quality. Next, this text analysis comprehensive service quality of seven domestic mainstream express company by the method of fuzzy comprehensive evaluation. Finally, according to the evaluation results, considering China’s express industry development present situation and future development model, some strategies are proposed in order to promote the express service quality and improve the overall service levels in express industry.