顾客导向视觉下物流服务质量的集对分析

摘要

In this paper, the index system of logistics service quality is established from the perspec- tive of customers and the characteristics of logistics services. The logistics service quality evaluation model is constructed on SPA, in which the weight of each index is determined by an entropy method. Finally, the practicability and feasibility of the model is verified by a third party logistics enterprise in Huzhou City. The exemplary case shows that the evaluation result is rational with a clear concept, simple calculation, and favorable operation, which offers a certain exemplary significance for evaluating oth- er studies.%结合物流服务的特点，从顾客感知角度建立物流服务质量评价指标体系，利用熵值法确定各指标的权重，基于集对分析方法构建物流服务质量评价模型，并以湖州市某第三方物流企业为例验证该模型的实用性和可行性，实例表明集对分析方法的评价结果较为合理，且具有概念清晰、计算方法简洁、可操作性强的优点，对其他研究的评价具有一定的借鉴意义。