基于顾客导向的物流服务质量评价研究

摘要

从客户角度出发,参照SERVQUAL质量评价体系,建立基于顾客导向的物流服务质量评价体系,运用动态模糊综合评价方法对物流服务质量进行综合评价,结果显示动态模糊综合评价方法能够准确地反映出第物流服务失误之所在,并用实例论证了该评价方法的可行性.%From the angle of the customer and with reference to the SERVQUAL quality evaluation system, the logistics service quality evaluation system with customer orientation is built. The logistics service quality is evaluated using the dynamic fuzzy comprehensive evaluation method. The result of the example study shows that the dynamic fuzzy method can accurately recognize the failure of the logistics services and demonstrates the feasibility of the method.