第三方物流服务质量评价及改进的研究.doc

第三方物流服务质量评价及改进研究 摘要 随着全球一体化进程的加剧和市场分工的不断细化，物流已经成为了人们生活中不可缺少的一部分。现在人们的服务意识不断增强,越来越多的人在享受物流服务的同时,对其服务质量都提出了要求。我国物流行业尚处于发展阶段，服务质量不高，是当前众多第三方物流亟待解决的问题。因此，对第三方物流企业服务质量进行评价，找出存在的问题并有针对性地提高其服务质量，具有重要意义。 本文首先将对国内外第三方物流发展状况进行分析，指出我国第三方物流服务质量的不足之处，并在此基础上提出第三方物流服务质量评价体系的构建原则及其指标体系，运用模糊综合评价法对其进行评价，最后以泛成国际货运有限公司为案例,通过设计调查问卷，找出影响服务质量的因素并进行改进。 关键词：第三方物流；服务质量；评价体系；模糊综合评价  Research on Evaluation and Improvement of Service Quality of Third-party Logistics Abstract Along with the technology development and the integration of global economy, the logistics has become an indispensable part of peoples lives. Now peoples service consciousness has increased ceaselessly, more and more people are in the enjoyment of logistics services.At the same time, the requirement of the quality of service is put forward. The logistics industry in our country is still in the development stage, and the service quality is the lifeline of logistics industry, which is an emergent problem of current numerous third party logistics. Therefore, it is of great significance to evaluate the third party logistics service quality, and find out the quality problems and then improve their quality of service with specific purpose. This paper will first analyze the domestic and foreign development situation of the third party logistics, and point out the deficiencies of the service quality of Chinas third-party logistics. On this basis, the paper will put forward the construction principle and its index system of the third party logistics service quality .And then to evaluate it with the fuzzy comprehensive evaluation method. At last as the case of Fancheng International Transportation Service Co. Ltd, the paper will design the questionnaire , and find out the factors which affect the quality of service and make improvements. Keywords: Third party logistic; Service quality; Evaluation system; Fuzzy comprehensive evaluation目录 1 1第三方物流发展状况分析 2 1.1国内外第三方物流发展状况分析 2 1.2我国第三方物流服务质量现状及出现的问题 3 2第三方物流服务质量评价指标体系的构建