【摘要】 针对快递业发展现状以及在服务质量方面存在的问题,通过市场调研和数据分析,采用科学的分析方法,构建快递业服务质量评价指标体系。在该体系上应用层次分析法、民意调查法、专家定见法等获取各项的指标权重,对查询的快递企业用模糊综合评价法进行服务质量的分析评价,以获取快递型企业的服务满意度,以此提升整体服务绩效。更多还原

【Abstract】 In view of the present developmental situation as well as the problems existed in the quality of service of the express delivery industry, through the analysis of market research and data analysis and using scientific methods, an index system for evaluation of service quality for the express delivery industry is constructed. This system applies AHP, surveys, experts’ options to obtain the index weights,the analytical evaluation of service quality for the specific express delivery company is conducted by the fuzzy comprehensive evaluation method, and a service satisfaction degree for the express delivery company is obtained with the aim of improving the overall service performance.更多还原