物流企业的质量管理与质量评价

随着我国经济的腾飞和国际化的日趋发展，改进物流服务质量，提高客户满意度、提升市场竞争能力成为物流企业持续发展的有力保障。本文阐述了物流质量管理的基本内容与目的，建立了物流企业进行质量管理的基本框架，并在这个框架的基础上提出了两种质量评价的定量模型（层次分析法和服务质量差距模型），为企业进一步改进物流质量指明了努力的方向。

Quality Management and Evaluation for Logistics Enterprises

With the advent of the rapid development and internationalization of China's economy, improving the logistics service quality, raising customer satisfaction and sharpening enterprises' competition capability is the foundation for the logistics enterprises' sustainable development. This article introduces the content and goal of quality management, constructs the framework of quality evaluation, and designs two kinds of quality assessment models, which direct a way for enterprises to improve the logistics quality.