CD公司物流服务质量评价研究

发布时间：2018-02-28 09:49

本文关键词： 物流服务服务质量评价指标评价方法 CD公司　出处：《西南石油大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着我国经济和社会的快速发展,物流企业在社会生活中的作用越来越大,越来越多的企业认识到物流是企业的第三方利润源泉。而服务质量是物流企业的核心竞争力,通过研究物流服务质量,有助于物流企业有效识别顾客需求,提高服务质量,帮助物流企业在激烈的市场竞争中获得更大的竞争优势。目前,我国对于物流服务质量的研究和实践工作还较少,对物流服务质量的研究更是匮乏。本文对国内外物流服务质量的研究成果进行较为全面的综述与分析,探讨了物流服务评价涉及的相关概念,介绍了CD公司的物流服务质量现状,并结合CD公司的自身特点,从顾客的角度提出了物流服务质量评价指标体系,采用了模糊层次分析法对物流服务质量进行评价,并以CD公司为研究对象进行了实证,最后根据评价结果对CD公司物流服务质量中存在的问题进行了分析,提出了改进对策,这对指导和改进CD公司及其他物流企业服务质量具有一定的指导意义和实用价值。
[Abstract]:With the rapid development of economy and society in China, logistics enterprises play a more and more important role in social life. More and more enterprises realize that logistics is the source of third-party profits, and service quality is the core competitiveness of logistics enterprises. By studying logistics service quality, it is helpful for logistics enterprises to effectively identify customer demand, improve service quality, and help logistics enterprises gain greater competitive advantage in the fierce market competition. The research and practice of logistics service quality in our country is still less, and the research on logistics service quality is even less. This paper makes a comprehensive review and analysis on the research results of logistics service quality at home and abroad, probes into the related concepts of logistics service evaluation, introduces the present situation of CD company's logistics service quality, and combines the characteristics of CD company itself. This paper puts forward the evaluation index system of logistics service quality from the customer's point of view, adopts fuzzy analytic hierarchy process to evaluate logistics service quality, and takes CD company as the research object. Finally, based on the evaluation results, the paper analyzes the problems existing in CD company's logistics service quality, and puts forward the improvement countermeasures, which have certain guiding significance and practical value to guide and improve the CD company and other logistics enterprises' service quality.
【学位授予单位】：西南石油大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23

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