企业经济
企業經濟
기업경제
Enterprise Economy
2014年
7期
88~92
,共null页
顾客感知 服务质量 民营快递企业 评价
顧客感知 服務質量 民營快遞企業 評價
고객감지 복무질량 민영쾌체기업 평개
~ustomer perception; service quality; private courier companies; evaluation
电子商务的迅速发展促进快递业务需求量不断增加，从顾客角度提升服务质量已成为民营快递企业应对激烈市场竞争的重要手段。本文在综述顾客感知服务质量理论与快递企业服务质量评价方法的基础上，从顾客感知视角构建了民营快递企业服务质量评价指标体系；将AHM和熵权法相结合确定指标权重，构建基于组合权重-隶属度转换算法的民营快递企业服务质量评价模型；以JY快速企业为例进行实证分析，并提出民营快递企业提升服务质量建议。
電子商務的迅速髮展促進快遞業務需求量不斷增加，從顧客角度提升服務質量已成為民營快遞企業應對激烈市場競爭的重要手段。本文在綜述顧客感知服務質量理論與快遞企業服務質量評價方法的基礎上，從顧客感知視角構建瞭民營快遞企業服務質量評價指標體繫；將AHM和熵權法相結閤確定指標權重，構建基于組閤權重-隸屬度轉換算法的民營快遞企業服務質量評價模型；以JY快速企業為例進行實證分析，併提齣民營快遞企業提升服務質量建議。
전자상무적신속발전촉진쾌체업무수구량불단증가，종고객각도제승복무질량이성위민영쾌체기업응대격렬시장경쟁적중요수단。본문재종술고객감지복무질량이론여쾌체기업복무질량평개방법적기출상，종고객감지시각구건료민영쾌체기업복무질량평개지표체계；장AHM화적권법상결합학정지표권중，구건기우조합권중-대속도전환산법적민영쾌체기업복무질량평개모형；이JY쾌속기업위례진행실증분석，병제출민영쾌체기업제승복무질량건의。
The rapid development of E - commerce has prompted increasing demands for courier services. Improving service quality from the customer point of view has become an important way for private courier companies to participate in the fierce market competition. This paper first reviews the customerperceived service quality theory and courier company＇ sservice quality evaluation methods, and constructs a private courier company＇s service quality evaluation index system from the perspective of customer perception. Then it combines AHM with entropy to calculate the index weights, and builds the service quality evaluation model of private courier companiesbased on the combination weights - membership transforming algorithms. Finally, it makes empirical analysis of the JY courier company and gives some suggestions to improve the services quality of private courier companies.
