| 基于 AHP 的第三方物流企业顾客满意度的研究 |
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| 引用本文： | 徐晓敏.基于 AHP 的第三方物流企业顾客满意度的研究[J].上海电机学院学报,2014(5):300-305. |
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| 作者姓名： | 徐晓敏 |
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| 作者单位： | 上海电机学院 商学院,上海,201306 |
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| 基金项目： | 上海电机学院重点学科资助 |
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| 摘 要： | 以从事第三方物流服务的货运企业为研究对象，运用 SERVQUAL 模型建立第三方物流服务的顾客满意度评价指标体系；发放调查问卷，根据问卷调查结果，采用层次分析法（AHP）进行分析，找到影响第三方物流服务质量的关键因素，并在此基础上提出相关的改进建议。
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| 关 键 词： | 第三方物流 服务质量 SERVQUAL 模型 层次分析法 |
Customer Satisfaction of Thi rd-Party Logistics Enterprise Based on Analytic Hierarchy Process |
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| XU Xiaomin.Customer Satisfaction of Thi rd-Party Logistics Enterprise Based on Analytic Hierarchy Process[J].JOurnal of Shanghai Dianji University,2014(5):300-305. |
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| Authors: | XU Xiaomin |
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| Affiliation: | XU Xiaomin(School of Business, Shanghai Diahji University, Shanghai 201306, China) |
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| Abstract: | Freight enterprises engaged in third-party logistics services are studied.Evaluation index system of customer satisfaction of a third-party logistics enterprise is set up using a SE-RVQUAL model.Using questionnaires,analytic hierarchy process （AHP）is applied to analyze the survey results to find key factors that affect service quality of the third-party logistics enter-prise.Based on the results,ways of improvement are suggested. |
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| Keywords: | third-party logistics service quality SERVQUAL model analytic hierarchy process(AHP) |
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