Empirical Analysis of Express Service Quality Based on Fuzzy Comprehensive Evaluation
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.
Dongye Sun, Wen-Pei Sung and Ran Chen
X. Fan and 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