基于EWM-FCE方法对农村末端物流服务质量的评价研究

Evaluation Research on the Quality of Rural End-Logistics Services Based on the EWM-FCE Method

摘要: 随着电商的迅速发展，物流服务也早已在农村地区普及，为了调查农村末端物流服务质量，本研究构建了一个服务质量满意度评估体系，包含7个一级指标以及24个二级指标。以此为基础，设计了相应的调查问卷，并通过线上平台进行发放。采用熵权–模糊综合评价法(即EWM-FCE)对服务质量满意度进行评估，具体而言，利用熵权法计算各指标权重，并构建隶属度矩阵，使用模糊综合评价计算综合评定值，结论表明消费者对现阶段农村末端物流服务各方面都比较满意，最后针对农村末端物流服务质量结果提出建议。

Abstract: With the rapid development of e-commerce, logistics services have long been popularized in rural areas. In order to investigate the quality of rural last-mile logistics services, this study constructed a service quality satisfaction evaluation system, including 7 first-level indicators and 24 second-level indicators. Based on this, the corresponding questionnaire was designed and distributed through the online platform. The entropy weight-fuzzy comprehensive evaluation method is adopted to evaluate the satisfaction of service quality. Specifically, the entropy weight method is used to calculate the weights of each index, and the membership degree matrix is constructed. The fuzzy comprehensive evaluation is used to calculate the comprehensive assessment value, the conclusion indicates that consumers are generally satisfied with all aspects of the current rural end logistics services, and finally, suggestions are put forward for the service quality results of rural last-mile logistics.