Paper Title:
Empirical Analysis of Express Service Quality Based on Fuzzy Comprehensive Evaluation
  Abstract

Logistics service quality, as the core of logistics management, how to define and evaluate it accurately and rationally is important for logistics enterprises to establish and enhance the competitive advantage. This dissertation has an eye to large matters, but starts working on small ones. We choose express delivery as the breakthrough points, target university students as the object of study, and revolve around the satisfaction of customers and their perception of the reliability, responsiveness, assurance, empathy and tangibles of logistics service they receive. In the light of the international theoretical findings, we create a comprehensive evaluation system of logistics service quality of a definite segment market. In the empirical analysis, the questionnaire is designed using Likert scale theory, and then we made a comprehensive evaluation in terms of the collected data based on fuzzy comprehensive evaluation. Eventually, as against the result of the empirical analysis, we present several concrete proposals for improvement.

  Info
Periodical
Chapter
Chapter 8: System Modeling and Simulation
Edited by
Dongye Sun, Wen-Pei Sung and Ran Chen
Pages
4456-4460
DOI
10.4028/www.scientific.net/AMM.121-126.4456
Citation
X. Fan, M. Y. Zheng, "Empirical Analysis of Express Service Quality Based on Fuzzy Comprehensive Evaluation", Applied Mechanics and Materials, Vols. 121-126, pp. 4456-4460, 2012
Online since
October 2011
Export
Price
$32.00
Share

In order to see related information, you need to Login.

In order to see related information, you need to Login.

Authors: Bing Zheng, Yi Xiong Feng, Jian Rong Tan, Jun Hua Che
Abstract:While logistics services have become a significant source of competitive differentiation between firms, significant challenges exist...
1052
Authors: Xin Long Jiao
Chapter 1: Smart Materials and Nanotechnology
Abstract:This paper aims to construct analysis model of port urban logistics arrangement using Delphi and analytical hierarchy process method,...
41
Authors: Yu Ran Jin, Yan Yan Zou, Ya Dong Wang, Shan Gao
Chapter 1: Engineering Materials, Energy Science and Dynamic System in Mechanical Engineering
Abstract:To solve the problem of partnership choice for iron and steel logistics alliance, a method to choose cooperative partners based on Analytic...
119
Authors: Li Fang Zhao, Shuo Guo Zhao, Shu Xi Gao
Chapter 21: Green Supply Chain
Abstract:Fuzzy mathematics is a new mathematical method, which is based on fuzzy set instead of classic set and can deal with some fuzzy set things....
3371
Authors: Xue Lian Liu
Chapter 5: Management and Industrial Engineering
Abstract:Customer satisfaction is the source of power for enterprise sustainable development. This thesis constructs customer satisfaction degree...
1155