Research on Service Quality Improvement of Third-Party Logistics Enterprises Based on Entropy Weight-TOPSIS Method
The service quality of logistics enterprises is related to the long-term development of express delivery enterprises,and is a key factor for enterprises to enhance their competitiveness.In this paper,ST Express is the re-search object.A questionnaire survey on the logistics service quality of express delivery enterprises is designed,and the data of the questionnaire are sorted and calculated by using the improved SERVQUAL model and the en-tropy weight-TOPSIS method.The study finds that:① empathy＞reliability＞timeliness＞security and confiden-tiality＞tangible;② Among these 19 evaluation indicators,Q2 parcels are neat and orderly,easy to pick;Q3 ex-press prices are reasonable;Q4 express can be tracked in real time;Q6 employees are proficient;Q7 returns are convenient and fast;Q10 express delivery is timely delivery;Q13 outlets can notify pickup in time.These 7 evalu-ation indicators are low,less than 0.2.The quality of ST Express'service is relatively low and there is a need for improvement.
Entropy weight-TOPSIS methodSERVQUAL modelquality of servicethird-party logistics compa-nies
万方数据
