| 物流服务质量多层灰统计综合评价 |
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| 引用本文： | 苏少虹,郑承志.物流服务质量多层灰统计综合评价[J].河北职业技术学院学报,2013(5):64-66,75. |
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| 作者姓名： | 苏少虹 郑承志 |
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| 作者单位： | 黎明职业大学,福建泉州362000 |
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| 摘 要： | 为建立物流企业服务质量综合评价体系，从服务基础、服务过程、服务效果、服务创新4个方面构建了二级评价指标体系，采用改进的层次分析法计算指标权重，采用改进的灰统计构建多层综合评价模型，并应用该模型对3家物流企业的服务质量进行了综合评价，结果与这3家企业的市场表现一致。
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| 关 键 词： | 服务质量 综合评价 指标体系 灰统计 |
Multilevel Grey Statistics Comprehensive Evaluation of Logistics Services Quality |
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| SU Shao-hong,ZHENG Cheng-zhi.Multilevel Grey Statistics Comprehensive Evaluation of Logistics Services Quality[J].Journal of Hebei Polytechnic,2013(5):64-66,75. |
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| Authors: | SU Shao-hong ZHENG Cheng-zhi |
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| Institution: | SU Shao-hong, ZHENG Cheng-zhi |
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| Abstract: | To establish a comprehensive evaluation system of logistics enterprise service quality, the thesis constructs the evaluation index system from the four aspects： service basis, service process, service level, service innovation, uses the improved hierarchical analysis method to obtain index weights , then adopts the improved grey statistics to construct multi- level comprehensive evaluation model and the model was applied to comprehensively evaluate the three logistics enterprise service quality, thus the results are consistent with the market performance of the three logistics enterprises. |
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| Keywords: | service Quality comprehensive evaluation indicator system grey statistics |
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