基于 QFD的电子商务环境下退货物流服务质量评价研究

摘要

文中针对电子商务环境下的退货物流服务质量问题，首先运用QFD方法和模糊集理论得到顾客需求的相对权重、顾客需求与能力因子的关系矩阵。然后根据权重对顾客需求进行排序并用Kano系数表示，同时据此计算各能力因子的权重值。最后，综合能力因子权重值和候选电子商务企业在各能力因子上的分值，计算得出各企业的总得分并选择退货物流服务质量最佳的企业。%In order to improve the quality of return logistics service of e-commerce business,this paper firstly used QFD model and fuzzy set theory to determine relative weight of the indicators of customer needs and correlation matrix between customer needs and capacity factors.Then,all the customer needs are ranked according to their weights and each category has a unique Kano index.At the same time,all capacity factors can be computed.Finally,the total score of each e-commerce business can be obtained by computing the weighted sum of the performance on each capacity factors and the best e-commerce business can be selected.