基于ISM与ANP的国内快递企业物流服务质量评估研究

发布时间：2018-07-18 08:43

【摘要】：摘要：近些年,新型购物模式----“网络购物”的盛行带来了电子商务产业的繁荣发展,同时也进一步推动了商家与消费者对于快递物流服务的大力需求。然而,与电商产业的繁荣春天相比,快递服务行业不仅已渐渐跟不上电子商务领域的大踏步步伐,更被认为是阻碍其大规模发展的最大瓶颈,广受诟病。在当前市场竞争激烈的情况下,快递企业想要维持传统的低成本竞争优势并非良策,若想保持企业的可持续发展,就必须找到办法加强企业管理,提升服务质量。而在此之前,就必须要找到能有效评估快递企业服务质量的指标。文章的研究目的就是构建我国快递企业物流服务质量评估模型,运用多准则评估方法,采取三阶段研究方式,第一阶段采用文献分析法构建国内快递企业物流服务质量评估指标体系；第二阶段利用解释结构模型(ISM)探讨准则和构面间的关联性,找出直接及间接的关联性;在确认关联性后,第三阶段则运用网络层级分析法(ANP)决定准则及构面间的权重,进而提出完整的快递企业物流服务质量评估模型,并对模型进行行之有效的分析,以期帮助快递企业建置完整的物流服务质量评估系统,使其物流服务质量得到有效提升。
[Abstract]:Absrtact: in recent years, the popularity of a new shopping model, "online shopping", has brought about the prosperity and development of e-commerce industry, and has also further promoted the strong demand for express logistics services from merchants and consumers. However, compared with the boom spring of e-commerce industry, express delivery service industry has not only been unable to keep up with the rapid pace of e-commerce, but also has been widely criticized as the biggest bottleneck hindering its large-scale development. In the current situation of fierce market competition, express delivery enterprises want to maintain the traditional low-cost competitive advantage is not a good strategy, if we want to maintain the sustainable development of enterprises, we must find ways to strengthen the management of enterprises, improve the quality of service. And before this, must find the index that can evaluate service quality of express delivery enterprise effectively. The purpose of this paper is to construct a logistics service quality evaluation model for express delivery enterprises in China, and adopt a three-stage research method using multi-criteria evaluation method. The first stage uses the literature analysis method to construct the domestic express enterprise logistics service quality appraisal index system, the second stage uses the explanation structure model (ISM) to discuss the correlation between the criterion and the structure plane, and finds out the direct and indirect correlation. After confirming the relevance, the third stage uses the network analytic hierarchy process (ANP) to decide the criterion and the weight between the plane, then proposes the complete express enterprise logistics service quality appraisal model, and carries on the effective analysis to the model. In order to help express enterprises to build a complete logistics service quality evaluation system, so that its logistics service quality has been effectively improved.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23;F274

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