Research On Evaluation Of Logistics Service Quality Of Express Enterprises Based On Cloud Model And Entropy Weight Method

In recent years,with the implementation of China's “Internet Plus” action strategy and the continued rapid development of e-commerce,China's express delivery service industry has grown by leaps and bounds.It has become an integral part of today ' s international trade and has become an important part of economic development in various regions.The engine and express delivery industry have gradually become an important force in stimulating consumer transformation and upgrading,promoting social employment,and promoting industrial restructuring.However,while this kind of extensive growth is rapid,the service quality of express delivery companies has always been an important area for customer complaints.Although the express industry in the new normal under the new normal has undergone rapid progress,there has been a serious risk of “ quality ”.A scientific and reasonable evaluation system is not only a banner that leads the improvement of the express service level,but also a powerful force that promotes the reform and upgrade of service quality of express delivery companies.This paper adopts the cloud model theory to solve the fuzzy and random problems in the process of express service quality assessment,with a view to providing a new method for the evaluation of service quality of express delivery companies.Based on the in-depth study of related literatures at home and abroad,this article first summarizes the concepts of express service logistics service quality and cloud model assessment methods,and points out the current status of China's express logistics service quality development,and further expounds the rapid development of express delivery companies.The main problems faced in the process and its key influencing factors are determined;on the basis of the above analysis,the express service quality evaluation index system for express delivery companies is determined.At the same time,by analyzing and comparing the weighting methods of a number of indicators,it is used in the process of evaluating index weights.The entropy weight method obtains more objective weights of indicators;builds a logistics model based on the cloud model to evaluate the logistics service quality of express companies;through the analysis and calculation of the cloud's digital characteristics and the dynamic influences of the mutual influences and interactions between them,comprehensively obtains express delivery companies.The level of logistics service quality assessment;Finally,an empirical study was conducted through questionnaire design,research,and data compilation,and the evaluation method was applied to the quality evaluation of Zhongtong Express logistics service.We found that the weak links and deposits in the logistics service process of express companies.The quality of service issues,provide technical support for the express industry to increase customer satisfaction,improve the logistics service quality,optimize the industrial structure.In summary,on the basis of theoretical analysis and empirical research,the paper usesentropy weight method to determine index weight values,combines with cloud model theory to more specifically evaluate the logistics service quality of express delivery companies,and solves the randomness and fuzziness existing in the evaluation indicators.The problem,empirical analysis demonstrates the accuracy and rationality of the cloud model.It provides important theoretical and practical application value for the express companies to improve the quality of logistics services and improve their business performance.