物流企业服务质量评价指标体系研究

以往物流服务的评价指标体系都是单纯从顾客角度出发考虑的，很少提及服务提供的过程和提供服务的能力。本文在继承前人观点的基础上开创性地建立了以顾客为中心的物流服务质量评价指标体系，从物流服务的绩效、过程、能力三方面，综合运用层次分析法、SEVEQUAL等方法，从企业的服务绩效、服务过程、服务能力三个角度来构建物流企业服务质量评价指标体系。

Research on Evaluation Index System of Service Quality about Logistics Enterprise

The evaluation index systems of the logistics service Consider only from the aspect of customer, seldom mentioning the process of service provide and the ahility of the service provided. standpoint, builds up the evaluation index system of the logistics enterprise service quality. Comprehensively using layer analysis method, SEVEQUAL, etc., it sets up the evaluation index system of the logistics enterprise service quality which includes the service results, service process and the service ability of the business enterprise.