基于层次分析法的快递服务评价体系研究

Research on Express Service Evaluation Sys-tem Based on Analytic Hierarchy Process

摘要: 针对高校快递服务如何通过标准化、定量化方法评价其服务质量的问题，通过确定4个一级指标和16个二级指标，对200名消费者进行问卷调查的结果赋予相对应的分数，建立AHP层次分析结构模型和判断矩阵，得到各层级指标相对应的权重并进行分析，构建一个科学、准确的快递服务评价体系，为快递公司和配送员在今后的快递配送过程中提供新的服务意识，降低被投诉风险。

Abstract: In view of the problem of how to evaluate the service quality of express service in colleges and uni-versities through standardized and quantitative methods, by determining 4 first-class indicators and 16 second-class indicators, giving corresponding scores to the results of the questionnaire sur-vey of 200 consumers, the AHP analytic hierarchy process structure model and judgment matrix are established, the corresponding weights of indicators at all levels are obtained and analyzed, and a scientific and accurate express service evaluation system is constructed, which provides new ser-vice awareness for express companies and delivery personnel in the future express delivery process, and reduces the risk of being complained.