德邦物流服务质量评价

i摘要现如今，全球经济正在飞速发展，市场竞争格局瞬息万变，企业在商业活动中越来越追求商业文件、样品及高精物品的快速、安全的到达目的地，与此同时，物流服务已经深入人们的日常生活当中，成为解决人们日常函件和物品递送事务最主要的方式。虽然物流公司提供的服务受到越来越多的客户欢迎，但是在整个物流服务过程中很容易就发生许多问题，尤其是物流公司服务质量这一问题一直阻碍着物流企业的可持续发展。目前国内外对物流业服务质量问题的研究尚不是很成熟，提高我国物流业服务质量就成为本文研究的出发点。本文首先对国内外物流服务质量近些年的研究成果进行了比较全面的分析和综述，探讨了涉及到物流服务质量评价的相关概念和相关方法，简单地介绍了德邦物流公司的物流服务质量现状。同时结合德邦物流公司的特点，基于顾客的角度，采用模糊层次分析法，提出了德邦物流公司物流服务质量评价指标体系。以德邦物流公司为研究对象进行了实证评价，并根据评价结果指出了德邦物流公司再物流服务质量中所存在的问题，分析并提出了合适的改进对策。关键词：德邦物流；服务质量；评价iiABSTRACTWiththerapiddevelopmentoftheglobaleconomy,changingthepatternofmarketcompetition,enterprisesincommercialactivitiesareincreasinglyseekingbusinessdocumentsandsamplesandhigh-precisiongoodsfast,safearrivaldestination,atthesametime,thelogisticsservicehasgonedeepintopeople'sdailylife,deliveringtheaffairsthemainwaytosolvepeople'sdailymailandgoods.Althoughmoreandmorecustomersarewelcometothelogisticscompaniestoprovideservices,butinthewholeprocessoflogisticsserviceseasilyoccurredmanyproblems,especiallylogisticscompanyservicequalitythisproblemhashinderedthesustainabledevelopmentoflogisticsenterprises.Atpresent,domesticandinternationalresearchontheservicequalityoflogisticsindustryisnotverymature,improvethequalityofserviceofChina'slogisticsindustryhasbecomethestartingpointofthispaper.Firstly,researchresultsofdomesticandforeignlogisticsservicequalityinrecentyearswerecomprehensivelyanalyzesandsummarizesanddiscussestherelatedtologisticsservicequalityevaluationoftherelatedconceptsandmethods,simplyintroducestheDebonlogisticscompanylogisticsservicequalitystatus.AccordingtocharacteristicsofDebonlogisticscompany,basedonthecustomer'spointofview,usingthefuzzyanalytichierarchyprocess,andputsforwardtheDebonlogisticscompanylogisticsservicequalityevaluationindexsystematthesametime.Debonlogisticscompanyastheresearchobjectwereempiricalevaluation,andaccordingtotheevaluationresultspointedoutthattheDebonlogisticscompaniesandlogisticsservicequalityinexistingproblems,analysisandputforwardtheappropriatecountermeasures.Keywords:DebonLogistics;ServiceQuality;Evaluateiii目录摘要.................................................................................................................................iABSTRACT.......................................................................................................................ii目录...............................................................................................................................iii1绪论.................................................................................................................................11.1选题背景..............................................................................................................11.2研究目的及意义..........................................................................................11.3国内外研究现状..................................................................................................21.3.1国外研究现状...........................................................................................21.3.2国内研究现状...........................................................................................31.4研究内容和方法..................................................................................................42相关理论基础.................................................................................................................62.1服务质量的概念..................................................................................................62.2物流服务质量概述.............................................................................................72.3物流服务质量的构成要素..................................................................................73德邦物流服务质量评价体系.........................................................................................93.1德邦物流公司简介..............................................................................................93.2德邦物流服务质量概述....................................................................................103.3德邦物流公司服务质量评价指标体系构建....................................................113.3.1构建的思路与原则.................................................................................113.3.2评价指标体系的确立.............................................................................113.3.3评价指标的含义.....................................................................................123.4问卷调查方案设计....................................................................................123.4.1问卷设计.................................................................................................123.4.2问卷调查实施.........................................................................................133.4.3信度与效度分析.....................................................................................144.1评价方法的选择与确定....................................................................................174.2运用模糊层次分析法进行评价........................................................................174.2.1权重的确定.............................................................................................174