基于模糊综合评价法的第三方物流服务质量评价研究

摘要

Considering the quality of logistics service perceived by customers and the operational capa-bilities of logistics companies,we establish an evaluation index system of service quality of the third-party logistics in terms of the capability,process and performance of the service quality.Using fuzzy comprehensive evaluation,we conduct an empirical study on a transport logistics enterprise.The re-sult shows that goods intact rate,punctuality and personalized value-added service are the most impor-tant factors affecting logistics enterprises and the corresponding specific measures should include:strictly controlling quality,selecting appropriate transport packaging,introducing high-tech equip-ment of logistics systems and strengthening communication with customers.The research provides a reasonable basis for self-evaluation and external evaluation of logistics enterprises in China.%从企业和客户的综合视角出发，考虑顾客对物流服务的感知质量以及物流企业本身的运作能力，构建了第三方物流服务质量的评价指标体系。运用模糊综合评价法对某运输型物流服务企业进行了实证研究，得出货物完好率、准时率和个性化增值服务等为影响物流企业服务质量的关键因素，严把质量关、选择合适的运输包装、引进高技术物流系统设备以及加强与顾客沟通则为相应的具体措施。评价指标体系为我国物流企业自我评价以及外部评价提供了合理的依据。